Director, IT - Customer Success

1. About Our Client:

The organization operates in the DevSecOps software industry, addressing challenges in developer productivity, operational efficiency, security, compliance risk, and digital transformation. It serves a large user base, including over 50 million registered users and more than half of the top 20% of the Fortune 500 companies, providing a platform that facilitates faster and more secure software delivery. The organization emphasizes AI integration in daily workflows to enhance productivity and innovation.

2. About the Opportunity:

The Director, IT - Customer Success leads the technology strategy for the global post-sales organization, focusing on systems that support Customer Success, Support, and Community teams. This role is responsible for building a scalable and reliable technology foundation that improves customer service after the sale, enhances operational performance, and supports customer retention and growth. The position involves collaborating with cross-functional leaders and guiding a distributed team to transform the support technology ecosystem towards proactive, data-driven improvements.

3. Responsibilities:

• Lead strategy, architecture, and execution of technology supporting global Customer Success, Support, and Community functions.

• Develop and implement a multi-year roadmap for post-sales systems aligned with retention, expansion, and customer experience goals.

• Manage the global Zendesk environment ensuring availability, effective case routing, and integration with CRM and engineering workflows.

• Collaborate with post-sales leaders to transition support technology from reactive ticket management to proactive self-service and faster resolution.

• Design scalable processes across customer lifecycle stages including onboarding, health monitoring, case management, and renewals.

• Promote adoption of AI and automation to enhance efficiency, triage, routing, and risk detection.

• Partner with Data and Business Intelligence teams to ensure data integrity and reliability for health scores, usage reporting, and retention analysis.

• Mentor and develop a distributed team fostering ownership, collaboration, documentation, and continuous improvement.

4. Requirements:

• Extensive experience in Enterprise Applications or Business Systems with leadership in a fast-growing B2B software environment.

• Deep understanding of post-sales processes including customer success, support, renewals, and their impact on retention and churn.

• Proven expertise managing major customer-facing platforms like Zendesk, Service Cloud, or Gainsight.

• Experience integrating customer success tools with platforms such as Salesforce, finance, and data systems.

• Ability to collaborate across technical and business teams and influence senior stakeholders.

• Strong analytical skills with familiarity in data models, health scoring, dashboards, and operational reporting.

• Successful leadership of globally distributed teams in remote and asynchronous settings.

• Bachelor''s degree in Computer Science, IT, Engineering, or equivalent practical experience.

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.