Director of Customer Success

Required

• 10-12+ years in Customer Success at a B2B SaaS company, including 7+ years of people-leadership experience directly managing CSMs. Prior experience managing managers is a plus but not required — this role has room to grow in scope as the organization evolves
• Proven ability to independently own and run a global, multi-region CSM organization, including in-region hiring and time-zone coverage planning
• Track record of directly moving gross retention/churn metrics — not just reporting on them
• Demonstrated experience scaling a CS org through a headcount growth phase: segmentation, hiring, and enablement
• Strong executive presence; comfortable as the escalation point with enterprise customer C-suite stakeholders
• Experience partnering with (without owning) adjacent post-sale functions such as technical support or technical account management
• Fluency with CS platforms (e.g., Gainsight, Catalyst, Totango) and CRM (Salesforce)
• Based in New York City (DataDome's hub for this role), with the ability to lead and regularly travel to a globally distributed team
• Strongly preferred: experience in cybersecurity, fraud prevention, or another security/compliance-driven SaaS category, where buyers are technical and the sales cycle is trust-heavy.
• Success Metrics — First 12 Months
• Gross revenue retention (GRR) held at or above target for the CSM-managed book
• Churn reduced, or held below baseline, within the managed segment