Director of Customer Success & Onboarding

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Success & Onboarding based in the United States. This senior leadership role owns the customer journey across North America, from implementation and onboarding through long-term retention and expansion. You’ll build and scale a unified Customer Success and Onboarding organization within a rapidly growing SaaS environment. The position carries direct responsibility for regional net revenue retention and customer experience outcomes. You’ll establish scalable coverage models, operating processes, playbooks, metrics, and escalation frameworks across a diverse customer portfolio. You’ll partner closely with commercial, product, support, and technology teams to improve implementations and remove customer friction. You’ll also help shape AI-powered systems that strengthen onboarding, account health monitoring, and proactive risk management. With high autonomy and regular customer and team travel, this role is designed for an experienced leader who thrives on ownership, complexity, and measurable impact.

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