Customer Success Director | Fully Remote US

The Customer Success Director (CSD) is a key position that drives the strategic direction, customer ROI, product adoption, growth and expansion through proactive thought leadership and advocacy. This is a dynamic position and the CSD will frequently multi-task between management, technical, business, strategic, marketing, and planning activities. This is an extremely entrepreneurial position and requires the decision-making, work ethic, and tenacity of an entrepreneur. The CSD drives results that tie back to strategic business goals for assigned accounts and HireVue, all while serving as a hero for our customers.

Essential Duties and Responsibilities

• Own a portfolio of strategic and enterprise customers, where you will be accountable for retention, expansion, adoption, and long-term value realization
• Proactively identify risk, opportunity, and whitespace, translating insights into actionable success plans
• Act as a trusted advisor to senior customer leaders (VP, SVP, C-suite), guiding them through hiring transformation, talent acquisition strategy, and digital adoption
• Facilitate high-impact executive business reviews, roadmap discussions, and value alignment conversations
• Partner tightly with Sales and Renewals to drive expansion strategy, renewal outcomes, and commercial success across your portfolio
• Translate Hirevue usage into quantifiable business outcomes such as improved time-to-hire, candidate experience, quality of hire, and recruiter productivity
• Orchestrate internal cross-functional teams (Product, Support, Marketing, Sales) to deliver seamless customer experiences

• 5+ years of experience in Customer Success, Consulting, Account Management, or Enterprise SaaS, with 3+ years supporting large, complex, enterprise customers
• Proven ability to operate as a trusted advisor to senior executives (VP–C-suite), influencing business strategy, adoption, and change across complex organizations
• Deep experience navigating matrixed, global enterprises with multiple stakeholders and competing priorities
• Strong track record of driving measurable customer outcomes including product adoption, retention, expansion, and customer health
• Comfortable owning both the customer relationship and the commercial outcome
• Exceptional skills in prioritization, program management, and stakeholder communication across a large portfolio
• Highly self-directed with the ability to identify risk, create action plans, and execute without heavy oversight
• Experience working with Fortune 500 companies strongly preferred
• Background in HR Tech, Talent, Recruiting, or Workforce Transformation highly desirable
• Exposure to change management, digital transformation, or enterprise transformation initiatives a major advantage