Role description
RecoAs Director, Customer Success, you will own the post-sale customer journey: onboarding, adoption, renewal, and expansion. You will build the function as an AI-native operation, using AI to give every customer more value from Reco without growing headcount in a straight line.
You will report to the SVP, Customer Success, and lead a team of Customer Success Managers. This is a leadership role for someone who wants to build, not just run, a function.
Requirements
- 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.