A bot and fraud detection software companyHiring

Director of Customer Success

  • New York, NY
  • Lead
  • Posted 7 days ago
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In one line

Senior leader running the global customer success team for enterprise accounts, focused on retention and scaling the function.

About the role

Fits a customer success leader who can both stop churn now and design the team structure for a growing enterprise base, reporting to the Chief Customer Officer.

At a glance

Pay
Not stated in the posting
Location
New York, NY
Seniority
Lead
Skills
Gross Retention, NRR, QBR
Posted
28 Oct 2026
Last checked
2 Nov 2026

What you will do

  • Own gross retention and churn prevention for the CSM-managed book, carrying a GRR target
  • Build a health-scoring model that flags at-risk accounts before renewal, with save playbooks
  • Run renewals with CSMs, including forecasting and escalating risky accounts to executive sponsors
  • Hold executive relationships on the largest and most at-risk accounts and act as the escalation point
  • Design CSM segmentation, hiring plan, career ladder and onboarding as the team grows
  • Set CSM playbooks, QBR standards and success-plan templates

What they look for

  • 10 to 12 or more years in customer success or a related field
  • Experience leading a global CSM organization at senior level
  • Track record with retention metrics, health scoring and renewal processes
  • Ability to work with technical account management, support and operations leaders on shared accounts

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ClaudeConnectorChatGPTConnectorMuseby Meta

Claude

  1. In Claude, open Settings, then Connectors, and choose Add custom connector.
  2. Name it Keywordise and paste the connector URL.
  3. Click Connect, log in to Keywordise and approve. Then send the prompt in a new chat.
Connector URL
https://keywordise.com/mcp

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ChatGPT

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  2. Add a new connector with the connector URL and choose OAuth. Leave the client ID and secret empty.
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Connector URL
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Muse

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Message for Muse
Add a custom connector called Keywordise. It is a remote MCP server at https://keywordise.com/mcp and uses OAuth. Give me the sign-in link.

Muse is available in the US only for now.

Prompt
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Questions about this job

Where is this job based?

The posting lists Director of Customer Success as a role based in New York, NY, United States.

What does this job pay?

No pay range is stated in the posting.

What experience is needed?

It is a lead role. The posting asks for: 10 to 12 or more years in customer success or a related field; experience leading a global CSM organization at senior level; track record with retention metrics, health scoring and renewal processes. Skills it names include Gross Retention, NRR, QBR.

How do I apply with Keywordise AI?

Click Apply with Keywordise AI, create an account and upload your CV. Your CV and cover letter are written for this job from what you have really done, then Keywordise applies for you. Trial: 7 days, no card.

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