SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cardata is seeking an experienced Director of Customer Success to lead the Customer Success, Implementation, and Customer Success Operations functions through the company's next stage of growth. Reporting to the Chief Customer Officer, this leader will be accountable for the performance and development of Customer Success Managers, Implementation Specialists, and Customer Success Operations Specialists.
In this hands-on leadership role, you will establish clear performance expectations, operating cadences, and accountability across the organization to drive customer adoption, value realization, executive engagement, retention, and renewal readiness. You'll ensure customer risks are identified early and supported by actionable recovery plans, provide executive sponsorship for strategic and at-risk customer relationships, and oversee the new-customer implementation experience including launch quality, time-to-value, training, and handoff into Customer Success.
You will partner with Customer Success Operations to improve CSM enablement, reporting, portfolio insights, data quality, workflows, and the knowledge base. Using customer and operational data, you'll identify trends, prioritize action, and provide clear recommendations to executive leadership. You'll identify opportunities to simplify processes, automate manual work, and establish practical expectations for how AI should be used across Customer Success to improve preparation, analysis, communication, and workflow efficiency.
Key responsibilities include partnering closely with Account Management, Support, Sales, Product, Engineering, Finance, and Operations; representing the customer perspective in company planning and product-prioritization discussions; and building a high-performance culture grounded in ownership, sound judgment, transparency, and continuous improvement.
You bring 8+ years of experience in Customer Success, customer operations, implementation, account leadership, or a related SaaS function, plus 4+ years of people leadership experience coaching and holding experienced customer-facing professionals accountable. You have demonstrated success improving customer retention, adoption, health, and team performance, and experience leading teams through organizational growth, operational change, or evolving processes. You excel at prioritizing, simplifying work, and improving outcomes in resource-conscious environments, and have strong strategic account management and executive customer engagement experience. You're comfortable with data analysis, cross-functional leadership, and practical experience using AI and automation. Experience with Gainsight, Salesforce, HubSpot, or comparable Customer Success or CRM platforms is valued.
