Senior Director of Customer Success, Ushur
$160-200k
+ Bonus + Equity
Office located in Santa Clara, CA
AI-powered customer experience automation
Job no longer available
AI-powered customer experience automation
201-500 employees
Job no longer available
$160-200k
+ Bonus + Equity
Office located in Santa Clara, CA
201-500 employees
Company mission
Ushur's mission is to transform every customer journey through cutting-edge technology that brings companies closer to their customers.
Role
Who you are
- 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
- Deep understanding of customer segmentation, health scoring, journey orchestration, and value realization frameworks
- Preferred Qualifications:
- Experience in AI, automation, or digital transformation platforms and their application in regulated or process-intensive industries
- Proven ability to thrive in ambiguity and build structure, process, and teams from the ground up
- Knowledge of customer education, success operations, or enablement program design and delivery
- Advanced degree (MBA, MS, or equivalent) in Business, Technology, or a related field
- Background in management consulting or enterprise implementation services is a plus
What the job involves
- We are looking for a Senior 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
- Promote a culture of accountability, learning, and innovation within the team to attract, retain, and develop top talent
Our take
A positive customer experience is essential to prevent sales friction and boost revenue as a business, but managing every client interaction can be tough. Whilst automation technology can help reduce this workload, existing solutions generally tackle either front-end customer service or back-office automation, isolating the processes from each other despite both being automatable.
Ushur provides an AI-powered customer experience automation platform, providing no-code tools that can help businesses automatically interact with customers and boost conversion rates at scale. In addition to handling the end-to-end customer acquisition and onboarding process, the platform also includes functionality for the automation of back-office process handling whilst maintaining compliance with HIPAA, GDPR, and other major privacy regulations.
Whilst the plethora of specialized customer experience solutions on the market presents challenges to the company, Ushur's unification of front-end and back-end automation allows it to stand out. When combined with its no-code approach, the company claims it can greatly reduce time spent on manual sales processes, whilst ensuring customer experiences are frictionless and data is handled professionally. Impressive 2023 funding will enable it to expand its experience automation portfolio, develop its AI, and expand into new regions and verticals.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2023
$50m
SERIES C
Feb 2021
$5m
SERIES B
Total funding: $92m
Company benefits
- 100% covered, top-of-the line health benefits for all employees
- Flexible work hours, potential to work remotely, and easy parking at the office
- Supportive and collaborative work environment that promotes a culture of learning
- We empower our team members to innovate and do the extraordinary
Company HQ
Santa Clara, CA
Leadership
Simha Sadasiva
(CEO)Previously Principal Engineer at Clearwater Networks and Senior Director of Session Delivery Network Solutions at Dialogic, Inc.
Henry Peter
(CTO)Previously Product Architect at Dialogic, System Architect at Veraz Networks and Systems Engineer at Lucent Technologies.
Salary benchmarks
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