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Corelight is seeking a Director of Customer Success to lead the Technical Account Management and Customer Success Management teams. You will provide strategic direction for the Customer Success organization, driving retention, adoption, and growth across the enterprise and strategic customer base while ensuring customers realize measurable value from their Corelight investment.
Key responsibilities include owning gross and net retention targets for the enterprise segment, building and implementing playbooks and customer health scoring models that drive platform adoption, and defining performance metrics including NRR, GRR, adoption, and time-to-value. You will turn customer usage and engagement data into actionable insights that strengthen customer strategy and surface risk.
You'll identify at-risk accounts and lead proactive mitigation strategies, partner with Sales on renewal and expansion opportunities, and establish processes to ensure customer voice influences product roadmap decisions. Building strong cross-functional partnerships with Sales, Product, Support, and Professional Services is essential to improve handoffs and deliver exceptional end-to-end customer experience.
You will lead, develop, and motivate the Enterprise Customer Success Management team, fostering a culture of collaboration, excellence, and accountability. This role requires 10+ years of relevant Customer Success or Customer Experience experience, including at least 5 years in leadership managing multiple customer-facing teams. You should have a demonstrated track record of owning retention, GRR, and NRR targets, strong understanding of enterprise sales cycles, and experience with Customer Success platforms like Gainsight or Catalyst. A bachelor's degree or equivalent professional experience is required.
