[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Reco is hiring a Director, Customer Success to own the post-sale customer journey across onboarding, adoption, renewal, and expansion. The role will build and lead an AI-native Customer Success function, drive customer outcomes, and partner across Sales, Support, Product, and Engineering.

Responsibilities

• Hire, coach, and develop Customer Success Managers, with clear goals, career paths, and a culture of ownership and technical curiosity
• Design the coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market customers
• Make AI fluency a core competency in how the team hires, onboards, and is evaluated
• Own gross and net revenue retention, adoption, and expansion across the customer base
• Build success plans tied to real security outcomes, such as reduced shadow SaaS and shadow AI, faster time to remediate, and broader policy coverage
• Serve as executive sponsor and escalation point for strategic accounts, and lead business reviews with CISOs and security leaders
• Partner with Sales on renewals, expansion, and customer references
• Work closely with the Support organization on escalations, so customers with critical issues get a coordinated response and clear communication from Customer Success
• Partner with Product and Engineering to carry customer feedback, integration needs, and feature requests into the roadmap
• Track and improve customer satisfaction, product adoption, and time to value
• Become fluent in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities, and coach the team to guide customers through agent discovery, governance policies, and response
• Own team metrics, forecasting, and reporting to the SVP and executive team, and keep the Customer Success tech stack and processes sharp

Skills

• 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading customer success teams
• A track record of owning retention and expansion (GRR and NRR) and of building and scaling a Customer Success team
• Credibility with CISOs and security practitioners, and enough technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations to lead technical conversations
• Hands-on experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement. You have built and measured it, not just bought a tool
• A data-driven approach, with comfort in customer success platforms, CRM, and BI tools
• Strong executive presence and communication skills, and experience leading a remote team
• A builder's mindset and comfort with the pace and ambiguity of a high-growth company

Benefits

• Remote work

Company Overview

Company H1B Sponsorship