Director, Customer Success

Description As Director, Customer Success, you will own the post-sale customer journey: onboarding, adoption, renewal, and expansion. You will build the function as an AI-native operation, using AI to give every customer more value from Reco without growing headcount in a straight line. You will report to the SVP, Customer Success, and lead a team of Customer Success Managers. This is a player-coach leadership role for someone who wants to build, not just run, a function. Responsibilities Lead and scale the team Hire, coach, and develop Customer Success Managers, with clear goals, career paths, and a culture of ownership and technical curiosity. Design the coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market customers. Make AI fluency a core competency in how the team hires, onboards, and is evaluated. Drive customer outcomes Own gross and net revenue retention, adoption, and expansion across the customer base. Build success plans tied to real security outcomes, such as reduced shadow SaaS and shadow AI, faster time to remediate, and broader policy coverage. Serve as executive sponsor and escalation point for strategic accounts, and lead business reviews with CISOs and security leaders. Partner with Sales on renewals, expansion, and customer references. Partner across the customer journey Work closely with the Support organization on escalations, so customers with critical issues get a coordinated r