Director, Customer Success Americas - SnapLogic

Job Title: Director, Customer Success Americas
Job Location: United States
Job Listing URL: https://jobs.lever.co/snaplogic/0b3ba98a-4159-4fbe-8215-cd2993ea1020
Job Description: The Role:

The Director of Customer Success, Americas, reports to the SVP of Customer Excellence and is responsible for leading and scaling a high-performing Customer Success team across the region and various time zones. This role focuses on driving adoption, customer retention, expansion, and advocacy across all customer segments. You will collaborate cross-functionally to ensure customers realise long-term value from SnapLogic and that internal teams are aligned to customer needs.
What You’ll Do:
Lead, coach, retain and develop a team of 10+ Customer Success Managers (CSMs) across Strategic, Enterprise, and Mid-Market accounts in the Americas.
Develop and execute a regional strategy aligned to global Customer Success objectives, focusing on retention, growth, and customer satisfaction.
Partner closely with Sales, Support, Product, Engineering, and Professional Services to drive a seamless customer experience throughout the lifecycle.
Develop standard engagements and processes that enhance account management partnership between CSMs and Sales.
Act as a strategic advisor to key accounts to support platform adoption, value realisation, and retention.
Establish standardised customer engagement models and success plays tailored by segment and lifecycle stage.
Build and maintain accurate forecasting for retention and growth in partnership with Sales and Revenue Operations.
Ensure effective risk management through proactive account reviews and data-led insights.
Lead cross-functional initiatives such as customer lifecycle design, customer health score evolution, and feedback loops to Product and Engineering.
Own and resolve critical customer escalations, ensuring clear communication, timely action, and alignment with executive stakeholders.
Monitor customer health and adoption metrics to identify trends, opportunities, and risks; develop initiatives to improve KPIs.
Contribute to global Customer Success strategy and operational maturity as SnapLogic scales.
Stay informed on market trends and customer expectations in the data integration and automation space.
Travel as required (up to 50%).
What We’re Looking For:
10+ years in Customer Success or Account Management within a B2B SaaS or enterprise software environment.
Minimum five (5) years in a leadership role managing regional or segment-specific CS or Account Management teams.
Proven track record of building, leading, and scaling high-performing teams.
Experience leading change and driving operational excellence through data and structured programs.
Demonstrated ability to influence and collaborate across departments.
Deep understanding of enterprise customer dynamics, value drivers, and commercial constructs such as ARR, GRR, and NRR.
Experience in a matrixed environment, with global collaboration across Product, Engineering, and Services.
Comfortable with ambiguity and experience scaling in a high-growth environment.
Strong communication skills with the ability to engage at all levels of an organisation.
Passion for delivering customer value and continuous improvement.
Bachelor’s degree or equivalent experience.