Senior Director, Customer Success

Senior Director, Customer Success

As Senior Director of Customer Success, you will own and evolve Veza’s post-sales customer experience, ensuring customers realize measurable value across the entire customer journey—from onboarding through adoption and operationalization– and partner with the GTM team to drive and ensure renewals and expansion. You will lead and scale a high-performing Customer Success organization while operating effectively within an early-stage fast-moving customer focused organization, with continuously evolving requirements.

This role requires a leader who can balance strategy with hands-on execution, build durable processes without over-engineering those processes, and partner closely with Sales, Product, Engineering, and Support to drive outcomes for Veza’s enterprise customers. You will be accountable for customer health, retention, and value realization, while serving as a key voice of the customer internally.

What You Will Do

Customer Journey & Value Leadership

• Own the end-to-end customer journey, defining and operationalizing a scalable framework for onboarding, adoption, value realization, expansion, and renewal.
• Ensure customers achieve tangible, measurable outcomes from Veza by aligning platform capabilities to customer security and identity objectives.
• Establish clear success criteria, leading indicators, and health metrics to proactively manage risk and drive long-term customer retention.

Organizational Leadership & Scale

• Build, lead, and develop a team of Customer Success Managers, Technical Account Managers and Project Managers to support enterprise customers at scale.
• Coach leaders and individual contributors through all phases of the customer lifecycle, fostering accountability, continuous improvement, and customer obsession.
• Attract, retain, and develop top-tier talent as the organization scales, while evolving team structure, roles, and coverage models over time.

Execution within a High-Growth, Early Stage, Customer Obsessed Environment

• Operate effectively amid changing priorities, evolving product capabilities, and rapid company growth—bringing clarity, structure, and momentum where none exists.
• Make sound decisions with incomplete information, balancing speed and rigor while continuously iterating processes and approaches.
• Partner cross-functionally to align execution without relying on rigid playbooks or fully mature systems.

Cross-Functional Influence

• Serve as a senior escalation point for customer issues, partnering with Sales, Product, Engineering, and Support to drive resolution and maintain trust.
• Own customer-to-product feedback loops, ensuring insights from the field influence roadmap, prioritization, and product strategy.
• Collaborate closely with Sales leadership on renewals, retention, and expansion strategy, ensuring a seamless post-sales experience.

Business Impact

• Drive retention, renewal, and expansion outcomes across the customer base.
• Establish and refine customer success operating rhythms, communication cadences, and prioritization frameworks to support efficient scale.
• Monitor and improve customer satisfaction metrics (e.g., NPS, CSAT) and overall account health.

What You Bring

• 10+ years of experience in Customer Success, Consulting, or a related post-sales function supporting technical enterprise customers.
• Proven experience building and scaling Customer Success organizations in growth-stage, B2B SaaS companies.
• Strong background in identity, access management, or security, with experience supporting CISOs and security leadership as primary stakeholders.
• Comfort operating in dynamic environments where processes, products, and priorities are rapidly evolving.
• Experience supporting both enterprise and commercial / mid-market GTM teams and motions.
• Deep familiarity with IAM/IGA/PAM concepts and some operational experience with platforms such as Okta, Ping Identity, Microsoft, SailPoint, Saviynt, Active Directory, and Azure AD.
• Broad security platform experience and experience with various cloud platforms.

The compensation for this role depends on several factors such as the candidate's skills, qualifications, experience, and work location. For candidates offered a position at the posted job level, the provided range is the expected base salary. This does not include any additional variable compensation, such as commission.

Compensation Disclosure $215,000—$290,000 USD

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