Senior Director, Mid Market Customer Success
LeanData helps the world’s fastest-growing companies automate, simplify, and accelerate revenue.
We are hiring a Senior Director of Customer Success to lead and scale our Mid-Market Customer Success organization. Reporting to the Chief Customer Officer, this role will own the end-to-end customer success strategy, including segmentation and engagement models, and play a critical role in shaping the future of our customer experience.
You will partner closely with Sales, RevOps, Product, and Support to ensure our customers achieve quantifiable outcomes, directly impacting our gross and net revenue retention targets. This is an exciting opportunity to build the foundation for long-term scale in a company that sits at the heart of the modern revenue stack.
Hybrid:This is a hybrid role with two in-office (Santa Clara) days per week.
Responsibilities:
Strategic Leadership
Shape and own the comprehensive Mid-Market Customer Success strategy, defining engagement models and success planning to ensure scalability and durability.
Lead the evolution of the CS organization by building leadership strength, creating succession plans, and establishing clear career paths for a high-performing team.
Manage a team of highly motivated and brilliant Customer Success Managers.
Design and implement scalable CS operating models, including onboarding frameworks, health scoring methodologies, and renewal processes that align with long-term company vision.
Drive the operationalization of a "CS AI" motion for SMB accounts to maximize efficiency while maintaining high customer satisfaction.
Execution & Delivery
Direct the execution of playbooks for renewals, risk mitigation, product adoption, and expansion motions across complex Salesforce environments.
Establish and refine early-warning systems for churn risk, enabling the team to engage proactively and secure customer retention.
Oversee the management of high-impact customer issues, serving as the senior point of escalation and resolution.
Leverage Salesforce and CS tooling to drive consistency, visibility, and operational rigor across the department.
Collaboration & Communication
Act as a primary voice of the customer across the organization, influencing the Product roadmap and Engineering priorities based on deep customer insights.
Partner intimately with Sales and Account Management leadership to align on renewals, expansions, and strategic account growth initiatives.
Collaborate with Marketing to generate customer advocacy, secure references, and produce compelling case studies.
Lead high-level business reviews and strategic planning sessions with key stakeholders to ensure cross-functional alignment.
Metrics & Outcomes
Own and deliver on gross revenue retention targets for the Mid-Market CS organization.
Ensure customers achieve measurable outcomes tied to revenue efficiency, pipeline conversion, and GTM alignment.
Define, track, and report on critical CS metrics, including adoption rates, engagement scores, and overall customer health.
Drive measurable improvements in time-to-value and customer satisfaction scores.
Qualifications:
Required Qualifications
8-12 years of experience in Customer Success, Account Management, or post-sales leadership within the B2B SaaS industry.
3+ years of experience as a people manager specifically leading and scaling Customer Success teams, with a track record of developing talent and managers.
Demonstrated success in owning and hitting Gross Revenue Retention (GRR) and expansion targets.
Strong operational mindset with the ability to analyze data and translate it into executive-level strategy.
Experience engaging with and supporting mid-market and enterprise customers through complex implementations.
Degree from well-regarded university
Preferred Qualifications
Experience scaling Customer Success functions from mid-market to enterprise in a high-growth environment.
Technical familiarity with Salesforce-native platforms or RevOps/GTM infrastructure products.
Background in RevOps, Sales Ops, Marketing Ops, or revenue intelligence platforms.
Experience aligning CS motions with both Sales-led and Product-led growth strategies.
Familiarity with managing multi-product SaaS portfolios.
Why work at LeanData:
Stock options in LeanData for all full-time employees
Flexible PTO
Employee insurance premiums up to 90%
401K plan