Senior Director, Customer Success

📋 Description

• • As Senior Director, Customer Success at Customer.io, you will lead the Customer Success organization reporting to the CRO, driving adoption, retention, and value delivery through scaled digital programs, high-touch enterprise engagement, and AI-powered systems.
• • You will own NRR, retention, and onboarding outcomes; build and scale CS using AI and automation; manage strategic enterprise accounts; design engagement models across customer segments; hire and develop CS managers and ICs; and partner cross-functionally with Sales, Product, Engineering, and Marketing to close feedback loops.
• • Customer.io powers automated communication for over 7,500 companies globally, using real-time behavioral data to help teams send smarter, more relevant messages. The company values empathy, clarity, bias for action, operational excellence, collaboration, curiosity, and inclusive leadership.
• • In this role, you will build and run the CS function from the inside out, serve as a key voice in the CRO leadership team, shape how Customer Success evolves at a company scaling toward $500M ARR, and gain executive influence while developing AI-first CS systems and deepening enterprise relationships.