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Leads and scales enterprise customer success for a B2B SaaS company, owning onboarding, implementation, go-live, adoption, renewals, and expansion. Builds executive customer relationships, establishes success frameworks, manages risks and escalations, and partners with Sales, Product, and Support. Mentors Customer Success Managers while personally driving complex customer outcomes and maintaining operational rigor.
Description
DealHub is leading in the field of business application and with its unique quote-to-revenue solution helps the hottest names in the industry increase their revenue and manage their growth.
We are looking for a seasoned Director of Customer Success – Enterprise to lead and scale our enterprise customer success function. This role is critical to ensuring our largest and most complex customers achieve rapid time to value, successful go-lives, strong adoption, and long-term success.
You will own the end-to-end enterprise customer journey—from onboarding through renewal—while building trusted executive relationships, driving execution excellence, and mentoring a high-performing Customer Success team.
This is a hands-on leadership role. You will combine strong people leadership with an execution mindset, dive into complex customer situations, and personally drive outcomes when needed.
Key Responsibilities
- Lead and scale the Enterprise Customer Success function in a fast-growing SaaS environment.
- Own the delivery of complex enterprise onboarding and implementation projects, ensuring on-time, high-quality go-lives.
- Build and maintain trusted relationships with senior stakeholders and executives at customer organizations.
- Drive operational rigor and execution: clear plans, milestones, risk management, and accountability.
- Establish and enforce best practices, playbooks, and success frameworks for enterprise customers.
- Mentor, coach, and develop CSMs, helping them grow as trusted advisors and execution leaders.
- Partner closely with Sales, Product, and Support to ensure a seamless customer experience.
- Provide executive-level visibility into customer health, risks, escalations, and outcomes.
- Play an active role in retention, renewals, and expansion for enterprise accounts.
- 4+ years experience leading and mentoring CS or implementation teams.
- 8+ years of experience in Customer Success, Professional Services, Solutions Consulting, or Enterprise Implementations within B2B SaaS.
- Proven track record delivering complex enterprise onboarding projects.
- Strong technical understanding of SaaS platforms, integrations, APIs, data flows, and enterprise systems.
- Experience in revenue, billing or sales motions.
- Comfortable operating at both strategic and hands-on technical levels.
- Executive presence and confidence engaging with C-suite stakeholders.
- Execution-focused, pragmatic, and willing to “get your hands dirty".
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