Reco
Director, Customer Success
US (Remote) · Remote · Director · Full-time · Posted Oct 30, 2026
- Experience
- 10+ years in customer success or post-sale leadership, including 5+ years leading customer success teams.
About the job
Leads and scales Reco’s Customer Success function, owning customer onboarding, adoption, retention, renewal, and expansion while applying AI to improve customer outcomes and team efficiency.
What you'll do
- Hire, coach, and develop Customer Success Managers; design customer coverage, segmentation, and cross-functional handoffs.
- Own retention, adoption, expansion, customer outcomes, team metrics, forecasting, and executive reporting.
- Partner with Sales, Support, Product, and Engineering on renewals, escalations, customer feedback, and customer success with AI security capabilities.
What they ask for
- 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading customer success teams.
- Track record owning GRR and NRR and building and scaling a Customer Success team.
- Credibility with CISOs and security practitioners, plus technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations.
- Hands-on experience applying and measuring AI in customer success; data-driven approach and experience with customer success platforms, CRM, and BI tools.
Tools
SSO, IAM, OAuth, APIs, LLM-based workflows
AI focus
Build an AI-native Customer Success operation; apply and measure AI workflows, predictive health scoring, or automated customer engagement; guide customers on AI Agent Security, AI Governance, agent discovery, governance policies, and response.
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