Senior Director of Customer Success

November 14

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Kryterion, Inc.

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Education • Enterprise • SaaS

Kryterion, Inc. is a global leader in online testing solutions, established in 2001. The company provides an all-in-one SaaS solution that supports intuitive workflows, ensuring security, control, and flexibility across test development, management, and multi-modal delivery. With high candidate satisfaction and client retention rates, Kryterion serves a wide range of industries including healthcare, government, and professional services. The company is headquartered in Phoenix, Arizona, and has a presence in the United Kingdom.

201 - 500 employees

📚 Education

🏢 Enterprise

☁️ SaaS

📋 Description

• Lead, mentor, and inspire a subset of the CSM team, particularly those managing enterprise and high-potential clients. • Partner with the CCSO to establish and execute objectives that align with Kryterion’s growth strategy. • Implement innovative strategies to retain and expand our enterprise and high-potential clients, ensuring the delivery of value-added services. • Build and nurture strong relationships with key client stakeholders. • Collaborate with cross-functional teams to ensure that services are delivered efficiently and meet client expectations. • Review and manage client contracts to ensure accuracy in billing and compliance with service delivery agreements. • Identify opportunities for product enhancements based on client feedback and market demands. • Work closely with teams across engineering, product management, finance, and test delivery services to resolve escalated client issues and improve operational processes.

🎯 Requirements

• 10+ years of experience in Project Management, Consulting, or Customer Success Management • 8+ years of client-facing account management experience, with a strong technical understanding. • Demonstrated success in leading and developing high-performing teams including 5+ years of direct people management • Experience in the testing or certification industry is highly preferred. • Proven success in managing and growing enterprise client relationships. • Exceptional communication, negotiation, and conflict resolution skills. • Strong business acumen with the ability to translate client needs into actionable outcomes. • Experience implementing or optimizing Customer Success technologies such as Gainsight or similar • Demonstrated ability to lead change and scale global customer success operations in a growing organization • Ability to manage multiple priorities in a fast-paced, results-driven environment. • Expertise with web-based software and hosted applications. • Strong proficiency in Microsoft Excel, Word, Project, and Outlook. • Experience with Hubspot, Salesforce or similar customer management platform.

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development budget • Home office setup allowance • Global team events