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Sr. Director, Customer Success (Remote - US) at Jobgether. This position is posted by Jobgether on behalf of PetDesk. We are currently looking for a Sr. Director, Customer Success in United States.. We are seeking an experienced Senior Director of Customer Success to lead and scale a high-performing team responsible for delivering exceptional customer experiences across the full journey. In this role, you will design and execute strategies that drive adoption, retention, and expansion while aligning customer success initiatives with overall business growth. You will leverage data, analytics, and Customer Success platforms to optimize operations, enhance engagement, and reduce churn. This position requires collaboration across Sales, Marketing, Product, and Support teams to ensure seamless hand-offs, effective communications, and measurable customer value. The ideal candidate thrives in a fast-paced, high-growth SaaS environment and is passionate about building scalable processes, mentoring teams, and delivering results that drive long-term customer loyalty.. . Accountabilities. ·         Design and implement a multi-product Customer Success strategy focused on adoption, engagement, and value realization.. ·         Lead, mentor, and coach a team of Customer Success managers and individual contributors to achieve customer outcomes and growth targets.. ·         Develop and iterate on customer journeys and segmentation strategies, tailoring approaches to specific personas, channels, and motivations.. ·         Collaborate with Sales, Implementation, Support, Marketing, and Product teams to improve hand-offs, adoption, and enablement materials.. ·         Use analytics and customer data to inform operational improvements, process enhancements, and reporting on churn, expansion, and engagement metrics.. ·         Optimize Customer Success operations through platforms such as Totango, Salesforce, and Zendesk to drive efficiency and scale.. ·         Own initiatives to reduce monthly recurring revenue (MRR) churn, increase customer engagement, and drive long-term retention.. ·         Recruit, develop, and manage a high-performing Customer Success team, ensuring accountability and professional growth.. . ·         7+ years of Customer Success experience, including at least 3 years in a leadership role.. ·         Proven track record leading Customer Success teams in a high-growth SaaS environment.. ·         Experience designing and scaling Customer Success programs, materials, and processes.. ·         Strong leadership and mentoring skills, with the ability to coach team members to success while maintaining high accountability.. ·         Expertise in analytics and data-driven decision-making, with experience using Customer Success tools (Totango, Salesforce, Zendesk).. ·         Proven ability to work cross-functionally to improve the customer journey and implement strategic initiatives.. ·         Skilled at resolving customer escalations and driving outcomes with strong problem-solving and prioritization abilities.. ·         Passionate about customer experience, reducing churn, and driving measurable long-term value.. ·         Experience working with institutional investors or scaling Customer Success teams for investment readiness is a plus.. Company Location: United States.