[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. DISQO is seeking a Customer Success Director to lead its highest-value, most complex client relationships and set a high standard for the customer success organization. The role owns strategic account outcomes, represents customer needs across internal teams, mentors CSMs, and improves account-management practices through AI-enabled workflows and playbooks.

Responsibilities

• Strategic account leadership. Manage a portfolio of DISQO’s largest and most complex accounts — often multi-year, multi-stakeholder, and revenue-critical. Build and sustain relationships with VP/C-suite champions, not just day-to-day contacts. Own the account strategy (from- to?), not just the renewal
• Executive-level trust and risk management. Act as the point person when an account is strategically important, contractually complex, or at risk — bringing judgment and calm under pressure that less senior CSMs haven’t yet built. Know when to escalate, when to hold the line, and when to bring in leadership
• Cross-functional influence. Represent the customer’s perspective internally, in product, sales, and leadership conversations. Partner with Product on roadmap input from your accounts, with Sales on expansion strategy, and with leadership on how the book of business is trending — with enough credibility that your read on an account is trusted without a second opinion
• AI-forward operating model. The CSM Director demonstrates advanced use of AI in their day-to-day — building custom skills, agents, and artifacts to drive velocity,  client value and efficiency — and sets the example for what AI-native account management looks like across the team
• Mentorship and barsetting. Coach other CSMs on account strategy, difficult conversations, commercial acumen, and how to put AI to work in their own accounts — informally and through structured mentorship — without formal management responsibility. Model the behaviors the CSM Core Competency Model describes at its highest level
• Deep domain expertise. Develop and maintain expert-level fluency in DISQO’s platform, research methodologies, and each client’s industry/business context, so you can act as a genuine strategic advisor rather than a project manager — the person clients want in the room when they’re rethinking their insights strategy, not just running their next study
• Process and playbook contribution. Identify what’s breaking or missing in how CS operates and build the fix — a playbook, a template, an AI-powered workflow, an escalation path — so improvements outlive your own accounts

Skills

• 10+ years in customer success, account management, or a client-facing strategic role, ideally in market research, insights, MarTech, or SaaS
• A track record of owning complex, high-revenue accounts end-to-end, including renewal and expansion of six- and seven-figure relationships
• Comfort operating with VP/C-suite stakeholders and navigating ambiguity, competing priorities, and organizational change on the client side
• Strong commercial acumen — you understand how your accounts' health connects to revenue, retention, and growth, and you can speak to it credibly with leadership
• Demonstrated, hands-on fluency with AI. You go well beyond prompting a chatbot — you've built or configured custom skills, agents, or artifacts that changed how you or your team actually worked, and you bring that same instinct to how you run your accounts
• A demonstrated pattern of raising the level of people and process around you, even without a title that requires it
• Deep curiosity about the client's business, not just DISQO's product
• Excellent judgment about when to solve something yourself, when to loop in a specialist, and when to escalate

Benefits

• Flexible hybrid approach
• 100% covered Medical/Dental/Vision for full-time US-based employees; competitive dependent coverage
• Stock options for full-time US-based employees
• 401K for full-time US-based employees
• Generous PTO policy for full-time US-based employees
• Team offsites, social events & happy hours for full-time US-based employees
• Life Insurance for full-time US-based employees
• Health FSA for full-time US-based employees
• Catered lunch and fully stocked kitchen for full-time US-based employees
• Paid Maternity/Paternity leave for full-time US-based employees
• Disability Insurance for full-time US-based employees
• Travel Assistance Program for full-time US-based employees
• 24/7 Counseling Services offered to full-time US-based employees

Company Overview

Company H1B Sponsorship