Director of Customer Success

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

About Job

PUBLIC SECTOR · GOVERNMENT & DEFENSE TECHNOLOGY Director of Customer Success

Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients.

Lead Director of Customer Success

Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients.
mission-critical customer outcomes, 24/7 network operations, and platform reliability for federal, state, and local government agency clients.

ABOUT THE ROLE

Mission-driven leadership: Government agencies depend on our platform to deliver citizen services, manage public funds, and maintain operational continuity. Downtime isn't just a commercial risk — it's a mission failure. This Director role unifies capabilities from Customer Success, NOC, and SRE under one leader who understands both the relationship side of public sector accounts and the technical rigor required to operate at government-grade reliability standards.

You will collaborate with a cross-functional organization serving government agencies and state and local government clients. You are equally comfortable presenting outcomes to a CIO and debugging an SLO breach with your SRE team at 2am. You understand the procurement rhythms of government, the weight of FedRAMP authorization, and what it means to serve the public interest through technology.

METRICS YOU'LL OWN

NRRNet Revenue Retention across agency book

CSATAgency Satisfaction & Mission Outcome Scores

99.9%+Uptime / SLA Achievement for gov workloads

MTTRMean Time to Resolution for P1/P2 incidents

· This is a senior, fully remote leadership role requiring 15+ years of progressive experience in customer success, account management, and technical operations — including hands-on experience leading Network Operations Center (NOC) teams and deep expertise in Site Reliability Engineering (SRE).

· The Director will oversee a portfolio spanning federal, state, local, and education (SLED) accounts, ensuring strong adoption, customer health, and retention throughout the entire customer lifecycle—from onboarding through renewal. This role demands a leader who can simultaneously drive customer retention and expansion strategies while ensuring the operational reliability and performance that government clients require. Across the U.S. public sector, service experience and reliability have moved from operational concerns to mission requirements. As such, the ideal candidate understands that the goals of NOC operators and SREs are aligned — both try to improve the reliability of the system — and that SRE best practices applied within NOC operations can elevate reliability to new levels.

CORE RESPONSIBILITIES

Customer Success leadership

· Build, hire, mentor, and retain a team of Customer Success Managers and onboarding specialists across segments

· Develop and execute the CS strategy aligned to company revenue goals, including segmentation, tiering, and coverage models

· Own gross and net revenue retention; partner with Sales on upsell/cross-sell motions and renewal forecasting

· Define and continuously improve the customer journey — from kickoff through adoption, QBRs, and renewal

· Build scalable SRE runbooks & playbooks, health scoring frameworks, and early warning systems for preventative measures while advancing Centific’s AI Platform capabilities

· Collaborate cross-functionally with Engineering, Product, Marketing, and Support