Director of Customer Success – Strategic Accounts

Mosai

Director of Customer Success leading and coaching teams for Strategic and Enterprise accounts at Mosai. Focusing on customer retention and relationship management while building high-performing teams.

Posted 5/17/2026full-timeNashville • Tennessee • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier.
Help recruit, hire, and retain top CS talent as the organization scales.
Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier.
Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships.
Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services.
Partner with Account Management to ensure clean alignment between the success motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs.
Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and maintain a consistent customer experience.
Partner cross-functionally with Product, Professional Services, and Support to represent the voice of your customer segment and drive systemic improvements to the customer experience.
Provide accurate visibility into team activity, account health, and retention risk through Salesforce and reporting tools.
Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships.

Requirements

What you’ll need

Bachelor's degree or equivalent experience.
10 or more years of experience in customer success, account management, or related post-sale functions in a B2B SaaS environment.
3 or more years of direct people management with a demonstrated track record of developing CS talent and building high-performing teams.
Strong executive presence with experience engaging VP and C-suite stakeholders both internally and with customers.
Demonstrated ability to drive gross revenue retention, reduce churn exposure, and build scalable CS programs within a high-touch coverage model.
Skilled at working cross-functionally, particularly with Account Management, Professional Services, and Product.
Excellent written and verbal communication skills; strong facilitation and executive presentation experience.
Experience using Salesforce for account management, health tracking, and team visibility.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementgross revenue retentionproduct adoptioncustomer health scoresengagement qualityhealth scoring criteriaescalation protocolsonboarding handoffsB2B SaaS

Soft Skills

leadershipcoachingteam developmentexecutive presencecross-functional collaborationcommunicationfacilitationpresentation skillsstakeholder engagementproblem-solving

Certifications

Bachelor's degree