Senior Director, Customer Success

Ushur delivers the world’s first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases. Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.
For remote positions, Ushur’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, FL, GA, HI, ID, IL, MD, MI, MN, MO, MA, NJ, NC, OH, PA, SC, TX, UT, VA, WA, NY.
We are looking for a Senior Director of Customer Success to join our Customer Success organization. In this role, you will lead a high-performing Customer Success team focused on driving customer outcomes, expanding relationships, and ensuring long-term satisfaction and retention. Your work will be essential in strengthening our customers’ trust in Ushur’s platform, maximizing customer lifetime value, and supporting the company’s growth through proactive engagement and value delivery.
This is an exciting opportunity to shape the strategy, processes, and team culture of Customer Success in a fast-paced, AI-powered enterprise SaaS company. You will help define what world-class customer success looks like and play a critical role in scaling our operations to support a growing and diverse customer base.
This role will report directly to the SVP of Customer Success.

What You'll Do

• Lead, mentor, and scale a team of Customer Success Managers (CSMs) and frontline leaders, ensuring alignment to customer goals and company strategy
• Develop and execute a customer success strategy focused on adoption, value realization, retention, and expansion across enterprise customers
• Design and drive customer success plans that align with customer business objectives and ensure measurable outcomes throughout the customer lifecycle
• Establish and lead an Executive Sponsor Program, facilitating strategic alignment, executive engagement, and advocacy at key accounts
• Implement and maintain clear health metrics, playbooks, and success plans to systematically manage and monitor customer engagement
• Effectively and proactively manage at-risk accounts, implementing structured mitigation plans to preserve customer trust and prevent churn
• Oversee the Customer Success Operations function, ensuring data integrity, tool optimization, process excellence, and scalable reporting systems
• Partner cross-functionally with Sales, Professional Services, Product, and Support to drive a seamless, unified customer experience
• Track and analyze customer data to identify trends, risks, and opportunities, and present actionable insights to executive stakeholders
• Own customer advocacy and escalations, building strong executive relationships with key accounts and acting as a trusted advisor
• Build and implement customer feedback loops, using data and qualitative input to drive continuous improvement in processes, products, and engagement models
• Promote a culture of accountability, learning, and innovation within the team to attract, retain, and develop top talent

What You Bring

• 15+ years of professional experience in Customer Success, Account Management, Professional Services, or related customer-facing roles within enterprise B2B technology companies
• 8+ years of leadership experience, including managing and developing high-performing Customer Success teams, with at least 3–5 years leading other managers or directors
• Extensive experience in enterprise SaaS environments, with a strong understanding of subscription business models, customer lifecycle management, and recurring revenue growth strategies
• Proven success building and scaling Customer Success functions in fast-paced, high-growth startup or scale-up environments.
• Demonstrated ability to manage large and complex enterprise customers, drive strategic engagements, and deliver measurable customer outcomes
• Exceptional communication, negotiation, and executive presence skills with a track record of influencing C-level stakeholders both internally and externally
• Strong analytical and operational mindset, with fluency in tools like Salesforce, Gainsight, Zendesk, and related CS and reporting platforms
• Deep understanding of customer segmentation, health scoring, journey orchestration, and value realization frameworks
• Preferred Qualifications:
• Experie