Director, Customer Success - Strategic Accounts

DIRECTOR, CUSTOMER SUCCESS - STRATEGIC ACCOUNTS
REMOTE, US; SPOKANE, WA; DRAPER, UT; RALEIGH, NC

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

We are seeking a dynamic and experienced Director of Customer Success, Strategic Accounts to lead and scale our customer success initiatives for high-value, strategic clients. This role will focus on driving customer satisfaction, retention, and growth by delivering exceptional value and building strong, trusted partnerships. The ideal candidate is a proven leader with a track record of managing complex relationships, developing customer-centric strategies, and delivering measurable business outcomes.

WHAT YOU’LL DO:

• Leadership & Strategy:
  • Develop and execute a comprehensive customer success strategy tailored to strategic accounts, ensuring alignment with organizational goals.
  • Lead, mentor, and scale a high-performing Customer Success team focused on strategic accounts.
  • Drive operational excellence and continuous improvement across all processes and touchpoints.
• Customer Engagement & Value Delivery:
  • Serve as the executive sponsor for key strategic accounts, acting as a trusted advisor and escalation point.
  • Ensure customers achieve their desired outcomes through effective onboarding, adoption, and value realization.
  • Collaborate closely with Sales, Professional Services, and Product teams to deliver seamless customer experiences.
• Retention & Growth:
  • Proactively monitor account health, identify risks, and implement mitigation strategies to reduce churn.
  • Drive expansion opportunities, cross-sell, and upsell initiatives in partnership with Sales.
  • Develop customer success plans and success metrics to ensure measurable ROI for clients.
• Data-Driven Decision Making:
  • Analyze customer data, feedback, and usage trends to make informed decisions and optimize performance.

YOUR QUALIFICATIONS:

• Experience:
  • 10+ years of experience in Customer Success, Account Management, or related fields, with at least 5 years managing strategic or enterprise accounts.
  • Proven track record of driving customer retention, satisfaction, and revenue growth.
  • Experience managing and scaling high-performing teams in fast-paced, SaaS or technology-driven environments.
• Skills & Expertise:
  • Exceptional leadership and interpersonal skills with the ability to influence at all levels.
  • Strong problem-solving and critical-thinking abilities.
  • Excellent communication and presentation skills, with the ability to articulate complex concepts to executive stakeholders.
  • Proficiency in customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Education:
  • Bachelor’s degree in Business, Management, or a related field. MBA or equivalent experience is a plus.