Director, Commercial Customer Success (Remote)

The Director, Commercial Customer Success will define and execute the customer success strategy for commercial and scale segments, and build and lead a high-performing team across named CSMs, pooled, and partner-led models. They will partner with senior leadership to align on customer growth, retention, and expansion goals, and design scalable engagement models. Responsibilities include ensuring onboarding, adoption, and value realization across diverse customer portfolios, establishing frameworks for proactive risk management and churn reduction, and driving process standardization and automation. The role involves leveraging data, telemetry, and health scoring to prioritize customer engagement, developing and monitoring KPIs, and partnering with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes. They will also establish partner enablement and handoff processes, provide customer insights to influence product roadmap and commercial strategy, scale digital touch programs, and continuously evolve the scale CS playbook.