Regional Director, Customer Success

Description About the Role

We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy.

The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR).

What You'll Do Function Leadership & Strategy

• Co-own Customer Success strategy with the VP, Customer-Facing Delivery
• Identify systemic gaps in CS execution and lead structured improvements
• Evolve the CS operating model across regions (not just execute it)
• Ensure alignment across regional CS teams on a unified framework and methodology

Global Renewals Ownership

• Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions
• Serve as the CS interface to Finance for ARR and renewal reporting
• Ensure leadership and board reporting reflects a defensible, data-driven CS narrative
• Resolve forecast discrepancies with analysis and clear recommendations

Cross-Regional Leadership

• Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards
• Ensure consistent CS practices across all regions
• Act as the connective layer between regional execution and global CS outcomes

Executive & Customer Engagement

• Lead Executive Business Reviews (EBRs) for strategic and high-impact customers
• Engage with C-suite and VP-level stakeholders on customer outcomes and value realization
• Represent Customer Success in executive and ELT-level discussions when needed

Program Evolution & Operational Excellence

• Own and drive at least one meaningful CS system improvement annually, such as:
• Onboarding model redesign
• Customer health scoring evolution
• Expansion playbook development
• Tiering or segmentation strategy refinement
• Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes
• Ensure all changes are documented and scalable across the organization

People Leadership & Talent Development

• Lead and develop CS managers and senior ICs
• Build leadership depth within the Customer Success organization
• Define and reinforce what 'great' looks like across CS roles
• Expand team member scope and autonomy over time
• Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure

Data-Driven Decision Making

• Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo
• Use data to explain NRR movement, expansion drivers, and retention risks
• Ensure decisions are grounded in measurable outcomes, not intuition alone

Requirements What You Bring

• 8-10+ years of Customer Success experience
• 3-4+ years of people leadership, including managers and/or senior ICs
• Proven ownership of renewal outcomes that materially impact ARR
• Background in fashion/apparel industry; product expertise in PLM, 3D/AI design
• Experience partnering with VP-level leaders to shape CS strategy
• Demonstrated ability to evolve a Customer Success operating model, not just run one
• Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers
• Executive-level communication skills with both internal leadership and external customers
• Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo)