Director of Customer Success, Ushur

• 15+ years of professional experience in Customer Success, Account Management, Professional Services, or related customer-facing roles within enterprise B2B technology companies
• 8+ years of leadership experience, including managing and developing high-performing Customer Success teams, with at least 3–5 years leading other managers or directors
• Extensive experience in enterprise SaaS environments, with a strong understanding of subscription business models, customer lifecycle management, and recurring revenue growth strategies
• Proven success building and scaling Customer Success functions in fast-paced, high-growth startup or scale-up environments
• Demonstrated ability to manage large and complex enterprise customers, drive strategic engagements, and deliver measurable customer outcomes
• Exceptional communication, negotiation, and executive presence skills with a track record of influencing C-level stakeholders both internally and externally
• Strong analytical and operational mindset, with fluency in tools like Salesforce, Gainsight, Zendesk, and related CS and reporting platforms

Desirable

• We are looking for a Director of Customer Success to join our Customer Success organization
• In this role, you will lead a high-performing Customer Success team focused on driving customer outcomes, expanding relationships, and ensuring long-term satisfaction and retention
• Your work will be essential in strengthening our customers’ trust in Ushur’s platform, maximizing customer lifetime value, and supporting the company’s growth through proactive engagement and value delivery
• This is an exciting opportunity to shape the strategy, processes, and team culture of Customer Success in a fast-paced, AI-powered enterprise SaaS company
• You will help define what world-class customer success looks like and play a critical role in scaling our operations to support a growing and diverse customer base
• This role will report directly to the SVP of Customer Success
• Lead, mentor, and scale a team of Customer Success Managers (CSMs) and frontline leaders, ensuring alignment to customer goals and company strategy
• Develop and execute a customer success strategy focused on adoption, value realization, retention, and expansion across enterprise customers
• Design and drive customer success plans that align with customer business objectives and ensure measurable outcomes throughout the customer lifecycle
• Establish and lead an Executive Sponsor Program, facilitating strategic alignment, executive engagement, and advocacy at key accounts
• Implement and maintain clear health metrics, playbooks, and success plans to systematically manage and monitor customer engagement
• Effectively and proactively manage at-risk accounts, implementing structured mitigation plans to preserve customer trust and prevent churn
• Oversee the Customer Success Operations function, ensuring data integrity, tool optimization, process excellence, and scalable reporting systems
• Partner cross-functionally with Sales, Professional Services, Product, and Support to drive a seamless, unified customer experience
• Track and analyze customer data to identify trends, risks, and opportunities, and present actionable insights to executive stakeholders
• Own customer advocacy and escalations, building strong executive relationships with key accounts and acting as a trusted advisor
• Build and implement customer feedback loops, using data and qualitative input to drive continuous improvement in processes, products, and engagement models