The Director of Customer Success leads a team to enhance customer retention and satisfaction, develops strategies for account management, and collaborates cross-functionally.
The Role:
The Director of Customer Success, Americas, reports to the SVP of Customer Excellence and is responsible for leading and scaling a high-performing Customer Success team across the region and various time zones. This role focuses on driving adoption, customer retention, expansion, and advocacy across all customer segments. You will collaborate cross-functionally to ensure customers realise long-term value from SnapLogic and that internal teams are aligned to customer needs.
What You’ll Do:
- Lead, coach, retain and develop a team of 10+ Customer Success Managers (CSMs) across Strategic, Enterprise, and Mid-Market accounts in the Americas.
- Develop and execute a regional strategy aligned to global Customer Success objectives, focusing on retention, growth, and customer satisfaction.
- Partner closely with Sales, Support, Product, Engineering, and Professional Services to drive a seamless customer experience throughout the lifecycle.
- Develop standard engagements and processes that enhance account management partnership between CSMs and Sales.
- Act as a strategic advisor to key accounts to support platform adoption, value realisation, and retention.
- Establish standardised customer engagement models and success plays tailored by segment and lifecycle stage.
- Build and maintain accurate forecasting for retention and growth in partnership with Sales and Revenue Operations.
- Ensure effective risk management through proactive account reviews and data-led insights.
- Lead cross-functional initiatives such as customer lifecycle design, customer health score evolution, and feedback loops to Product and Engineering.
- Own and resolve critical customer escalations, ensuring clear communication, timely action, and alignment with executive stakeholders.
- Monitor customer health and adoption metrics to identify trends, opportunities, and risks; develop initiatives to improve KPIs.
- Contribute to global Customer Success strategy and operational maturity as SnapLogic scales.
- Stay informed on market trends and customer expectations in the data integration and automation space.
- Travel as required (up to 50%).
What We’re Looking For:
- 10+ years in Customer Success or Account Management within a B2B SaaS or enterprise software environment.
- Minimum five (5) years in a leadership role managing regional or segment-specific CS or Account Management teams.
- Proven track record of building, leading, and scaling high-performing teams.
- Experience leading change and driving operational excellence through data and structured programs.
- Demonstrated ability to influence and collaborate across departments.
- Deep understanding of enterprise customer dynamics, value drivers, and commercial constructs such as ARR, GRR, and NRR.
- Experience in a matrixed environment, with global collaboration across Product, Engineering, and Services.
- Comfortable with ambiguity and experience scaling in a high-growth environment.
- Strong communication skills with the ability to engage at all levels of an organisation.
- Passion for delivering customer value and continuous improvement.
- Bachelor’s degree or equivalent experience.
Why Join:
There's never been a better time to join our SnapSquad!
At SnapLogic, we believe our people are the heart of our success. That is why we are dedicated to creating an environment where you can thrive both personally and professionally. From competitive salaries and robust health benefits to global wellness initiatives, we ensure you’re set up for success - wherever you’re based.
Here’s why you don’t want to miss out on being a part of our team:
A Legacy of Excellence - Recognized Industry Visionary and Leader:
When it comes to innovation and growth, SnapLogic isn’t just keeping up; we’re setting the pace. Recognized by Inc. 5000 as one of the Fastest Growing Private Companies in 2024, our trajectory speaks volumes. For the third consecutive year, SnapLogic has been named a Visionary in the Gartner Magic Quadrant for Data Integration Tools, where we’ve been praised for our expanding platform and generative AI innovations. And that’s not all—Aragon Research has highlighted our leadership in the tPaaS Globe Report, calling our generative AI capabilities a major differentiator that puts us ahead of the competition.
Redefining the Integration Category in the Age of AI:
In an era where enterprises are reimagining themselves as composable, data-driven entities, SnapLogic is at the forefront, unlocking new possibilities through generative AI and AI-augmented, graphical-visual integration. SnapLogic is not just making integration accessible to highly technical experts, but also to business technologists seeking simplicity. SnapLogic’s comprehensive, highly scalable platform transcends traditional boundaries by unifying application and data integration, API management, and automation. It’s not just another iPaaS platform - we’re a catalyst for agility and innovation, enabling businesses to seize the future today.
Innovation at the Forefront:
SnapLogic was first to market with the world’s only generative integration solution, SnapGPT, empowering users to integrate faster and easier. With open source and proprietary large language models (LLMs) and artificial intelligence, SnapGPT enables users to integrate any applications or data sources with natural language. Since launching SnapGPT in early 2023, SnapLogic has launched a full suite of AI solutions, including AgentCreator which empowers everyone to create GenAI-powered automations and applications without coding. Thousands of enterprises around the globe rely on SnapLogic to integrate, automate and orchestrate their data – across their business and now they’re looking to SnapLogic to help them unlock the next frontier of generative AI.
Join Us on Our Journey
At SnapLogic, we're changing the way the world works with data—and we want you to be part of that change. If you're ready to push boundaries, embrace innovation, and lead the charge in transforming industries, we want to hear from you.
SnapLogic is headquartered in San Mateo, CA, with team members located across the globe. No matter where you’re based, we offer a dynamic, collaborative, and forward-thinking environment that fosters growth, creativity, and success.
Are you ready to join the SnapSquad and shape the future of generative integration? We can’t wait to see your application!
Top Skills
AI
B2B Saas
Data Integration
Similar Jobs
Cloud • Security • Software • Cybersecurity • Automation
The Sr. Director of Customer Success leads teams in the public sector to enhance product adoption, manage client relationships, and drive team performance while ensuring alignment with company goals.
AdTech • Digital Media • Marketing Tech
The Strata Account Manager will manage key accounts, drive adoption of the Strata platform, and ensure client satisfaction through extensive engagement and support.
Top Skills:
Digital ToolsMedia SystemsStrata Media Management Platform
AdTech • Digital Media • Marketing Tech
Oversee post-sale activities of campaigns, ensuring execution, managing client relationships, and developing ad performance reports and process improvements.
Top Skills:
Campaign ManagementData AnalysisReporting Tools
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
