LeanData · 4 hours ago
Director, Mid Market Customer Success
Santa Clara, CA
Full-time
Hybrid
Director/Executive
8+ years expLeanData helps the world’s fastest-growing companies automate, simplify, and accelerate revenue. They are hiring a Director of Customer Success to lead and scale their Mid-Market Customer Success organization, owning the customer success strategy and collaborating with various departments to ensure customer outcomes and retention targets are met.
AdvertisingAnalyticsBusiness Process Automation (BPA)Information TechnologyLead ManagementSaaSSoftware
Responsibilities
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
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
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
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
Qualification
Required
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
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
Benefits
Stock options in LeanData for all full-time employees
Flexible PTO
Employee insurance premiums up to 90%
401K plan
Company
LeanData
LeanData is a platform that enables revenue teams (marketing, sales, customer, and partner ops) to manage all go-to-market motions.
51-200 employees
H1B Sponsorship
LeanData has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$42.6MKey Investors
Tenaya CapitalSapphire VenturesShasta Ventures
2019-03-18Series C· $27.5M
2016-12-20Series B· $10M
2014-03-19Series A· $5.1M
Leadership Team
Kelvin Cheung
CTO & Co-founder
Evan Liang
Board Director & Chief Strategy Officer
Recent News
2023-12-20
2023-12-20
2023-12-20
Company data provided by crunchbase