Director, Commercial Customer Success

About Our ClientHaving surpassed $200M ARR and continuing to grow, the organization is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage award-winning technology to move their businesses forward with greater clarity and agility. Customers love the platform: it is top-rated on G2.com and Gartner Peer Insights.The team inspires each other to innovate and is proud of what is being produced. Each day is spent thinking of new ways to help customers and contribute to the greater good of the company and surrounding communities. The focus is on assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by customers. This is how the organization has become one of the 500 fastest-growing tech companies in North America for the sixth year in a row, as ranked by Deloitte!About The RoleThe Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers. This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention. The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale.Key ResponsibilitiesStrategy & LeadershipDefine and execute the customer success strategy for commercial and scale segments.Build and lead a high-performing team across named CSMs, pooled, and partner-led models.Partner with senior leadership to align on customer growth, retention, and expansion goals.Customer Success DeliveryDesign scalable engagement models (partnering with digital experience team, pooled CSM coverage, webinars, communities).Ensure onboarding, adoption, and value realization across diverse customer portfolios.Establish frameworks for proactive risk management and churn reduction.Operational ExcellenceDrive process standardization and automation to improve efficiency and consistency.Leverage data, telemetry, and health scoring to prioritize customer engagement.Develop and monitor KPIs across retention, product adoption, and customer satisfaction.Cross-Functional CollaborationPartner with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes.Establish partner enablement and handoff processes for partner-led delivery.Provide customer insights to influence product roadmap and commercial strategy.Programs & InnovationScale digital touch programs, including success content, campaigns, and communities.Pilot new approaches for automation, AI-driven engagement, and customer education.Continuously evolve the scale CS playbook for global consistency and regional fit.Attributes for a Successful CandidateStrategic planning and execution in a customer-facing function.Strong operational rigor with ability to design scalable programs.Data-driven decision making with proficiency in analytics tools (Gainsight, Salesforce, etc.).Excellent leadership, coaching, and team development skills.Customer-centric mindset with strong communication and relationship management abilities.Ability to influence cross-functionally and work effectively in a matrixed environment.Business acumen to balance customer value and company growth priorities.10+ years in Customer Success, Account Management, or related field, with at least 5 years in leadership roles.Proven experience managing commercial or mid-market customer segments at scale.Track record of building digital/scale CS programs and driving operational efficiencies.Experience leading distributed or global teams.Familiarity with partner-led success motions is a plus.Audit, Risk and Compliance experience is a plus.SaaS or technology industry experience is strongly preferred.The Organization's ValuesCustomer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do.Win, together: Drive to be the best while supporting each other’s success.Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals.Personal improvement: Stay eager to share insights, seek feedback, and continuously learn.Constant innovation: Challenge the status quo and drive improvements.PerksLaunch a career at one of the fastest-growing SaaS companies in North America!Live your best life (LYBL)! $200/mo for anything that enhances your life.Remote and hybrid work options, plus lunch in the Cerritos office.Comprehensive employee health coverage (all locations).401K with match (US) or pension with match (UK).Competitive compensation & bonus program.Flexible Vacation (US exempt & CA) or 25 days (UK).Time off for your birthday & volunteering.Employee resource groups.Opportunities for team and company-wide get-togethers!Compensation$160K – $240K • Offers BonusNote:“We are not the EOR (Employer of Record) for this position. 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