Teramind · 19 hours ago
Director of Customer Success - Enterprise
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expTeramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. The Director of Customer Success will lead and inspire a team of Customer Success Managers, focusing on enterprise and strategic accounts, while also contributing to the overall direction of the Customer Success organization.
Cyber SecurityEnterprise SoftwareProductivity ToolsSecuritySoftware
Responsibilities
Lead, mentor, and coach a high-performing team of Enterprise and Strategic CSMs
Define, monitor, and manage team performance against key metrics, including NRR, GDR, expansion revenue, and customer health scores
Implement ongoing training, professional development programs, and career pathing to foster a culture of excellence and continuous improvement within the team
Play a critical role in the recruitment, interviewing, and onboarding of new Enterprise and Strategic CSMs as the team scales
Partner with CSMs to develop and execute comprehensive success plans for each Enterprise and Strategic account, focusing on executive alignment, value realization, and risk mitigation
Serve as an executive point of contact and play an active role in managing high-profile customer escalations, ensuring swift and effective resolution
Collaborate closely with Sales, Product, Marketing, and Support leadership to ensure a seamless and world-class customer experience from pre-sale through renewal and expansion
Identify and implement improvements to the Customer Success lifecycle for Enterprise accounts, focusing on efficiency, repeatability, and high-touch engagement models
Work with CS Leadership and Operations to define necessary tooling, reporting, and customer health metrics relevant to the Enterprise segment
Systematically gather and communicate customer feedback and insights to Product and Engineering teams to influence the product roadmap and drive innovation
Qualification
Required
5+ years of progressive experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment
3+ years of experience directly managing and leading a team of Customer Success Managers, preferably focused on Enterprise or Strategic accounts
Demonstrated success in driving NRR and managing expansion and renewal cycles with Enterprise customers
Proven ability to operate at both a tactical management level (coaching CSMs) and a strategic Director level (defining processes and metrics)
Exceptional leadership, coaching, and mentoring skills
Strong executive presence and communication skills, capable of presenting to C-level executives internally and externally
Deep understanding of the drivers of customer lifetime value (LTV) and the core principles of Customer Success
Data-driven approach to management, leveraging metrics to guide team priorities and decision-making
Benefits
Competitive salary
High-quality health benefits
401(k) with employer match
Career growth opportunities
Unlimited paid time off
Company-issued laptop (choice of Mac or PC)
Professional development budget
Company
Teramind
Insider Threat Management
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Isaac Kohen
Founder, CTO and VP of R&D
Recent News
solutionsreview.com
2025-12-06
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