Senior Director - Customer Success, Auto Adjacent Solutions

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director - Customer Success, Auto Adjacent Solutions based in the United States.

This is a senior customer success leadership role focused on maximizing customer value, retention, and growth across a defined industry vertical or product portfolio. You will lead and develop a customer success organization, creating the structure, priorities, and operating discipline needed to deliver predictable renewal outcomes. The role combines people leadership, renewal strategy, executive customer engagement, and cross-functional collaboration. You will oversee performance across customer health, retention, adoption, pipeline strength, and forecast accuracy while strengthening the overall customer experience. As a senior leader, you will coach managers and customer success professionals, develop future leaders, and raise execution standards across the organization. You will work closely with Sales, Product, Customer Solutions, Marketing, and other teams to remove blockers and create long-term customer value. This remote opportunity is suited to an experienced, data-driven leader who thrives in a complex B2B environment and enjoys building high-performing teams.

Accountabilities:: Own customer success and renewal performance across the assigned industry or product portfolio, with accountability for renewal bookings, retention, customer health, adoption, and long-term account value.

Translate customer success strategy into execution , establishing clear priorities, tiered servicing models, account-planning expectations, and structured approaches to customer engagement.

Lead, coach, and develop the customer success organization , supporting professionals at different experience levels while building management capabilities and a strong leadership pipeline.

Drive renewal and pipeline discipline , ensuring accurate forecasting, strong deal hygiene, consistent process adherence, and proactive identification of risks and opportunities.

Coach teams through complex customer situations , including strategic renewals, high-value accounts, negotiations, escalations, and customer retention challenges.

Establish a consistent operating rhythm across multiple customer segments, products, and customer types, ensuring effective coordination among customer success managers, specialists, product teams, and customer solutions.

Promote adoption of customer success tools and methodologies , strengthening operating cadences, processes, reporting, and execution standards.

Identify and resolve systemic blockers by partnering with cross-functional teams to improve customer success processes, tools, and outcomes.

Act as an executive-level customer presence , participating in strategic customer meetings, executive briefings, high-value negotiations, and escalations while reinforcing a trusted partnership approach.

Monitor and improve key performance indicators , including renewal bookings, gross retention, net retention, recurring revenue, customer health, adoption, renewal rates, pipeline strength, and forecast accuracy.

Partner across commercial and delivery functions to ensure customers receive a consistent, credible, and high-quality experience throughout their relationship.

Requirements:

7–10+ years of customer success experience , including significant responsibility for leading and developing teams in complex B2B environments.

Bachelor’s degree required; Master’s degree preferred , or equivalent experience relevant to senior customer success leadership.

Proven experience scaling and managing complex B2B customer success organizations , with a demonstrated ability to improve retention, renewals, customer value, and team performance.

Strong people leadership and coaching capabilities , including the ability to establish clear expectations, provide actionable feedback, develop talent, and prepare future leaders.

Experience with renewal management and commercial performance , including pipeline management, forecasting, account planning, retention strategies, and performance measurement.

Background in data, analytics, SaaS, research, advisory, or similarly complex solution-based businesses is highly relevant.

Executive presence and communication skills , with the ability to build credibility with senior customer stakeholders and influence internal leaders across functions.

Strong cross-functional leadership skills , including experience collaborating with Sales, Product, Marketing, Customer Solutions, and delivery teams.

Experience using Salesforce or an equivalent CRM platform to manage customer relationships, pipeline activity, forecasting, and performance data.

Analytical and operational mindset , with the ability to use metrics to identify risks, assess performance, establish priorities, and drive accountability.

Strategic and adaptable leadership style , combining commercial focus with empathy, collaboration, sound judgment, and a strong customer-first orientation.

Benefits:

Starting salary: $150,000–$175,000 USD per year.

Compensation within the stated range may vary based on relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Remote work based in the United States.

Opportunity to lead and shape a customer success organization within a growing, data-driven business environment.

Significant exposure to senior customer stakeholders and cross-functional leadership teams.

Career development opportunities through people leadership, organizational scaling, and strategic customer management.

Inclusive workplace committed to equal employment opportunities and diverse perspectives.

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