Regional Director, Customer Success

About the Role 
We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy. 
The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR).  
What You’ll Do 
Function Leadership & Strategy 
Co-own Customer Success strategy with the VP, Customer-Facing Delivery  
Identify systemic gaps in CS execution and lead structured improvements  
Evolve the CS operating model across regions (not just execute it)  
Ensure alignment across regional CS teams on a unified framework and methodology  
Global Renewals Ownership 
Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions  
Serve as the CS interface to Finance for ARR and renewal reporting  
Ensure leadership and board reporting reflects a defensible, data-driven CS narrative  
Resolve forecast discrepancies with analysis and clear recommendations  
Cross-Regional Leadership 
Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards  
Ensure consistent CS practices across all regions  
Act as the connective layer between regional execution and global CS outcomes  
Executive & Customer Engagement 
Lead Executive Business Reviews (EBRs) for strategic and high-impact customers  
Engage with C-suite and VP-level stakeholders on customer outcomes and value realization  
Represent Customer Success in executive and ELT-level discussions when needed  
Program Evolution & Operational Excellence 
Own and drive at least one meaningful CS system improvement annually, such as:  
Onboarding model redesign  
Customer health scoring evolution  
Expansion playbook development  
Tiering or segmentation strategy refinement  
Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes  
Ensure all changes are documented and scalable across the organization  
People Leadership & Talent Development 
Lead and develop CS managers and senior ICs  
Build leadership depth within the Customer Success organization  
Define and reinforce what “great” looks like across CS roles  
Expand team member scope and autonomy over time  
Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure  
Data-Driven Decision Making 
Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo  
Use data to explain NRR movement, expansion drivers, and retention risks  
Ensure decisions are grounded in measurable outcomes, not intuition alone  

Requirements

What You Bring 
8–10+ years of Customer Success experience  
3–4+ years of people leadership, including managers and/or senior ICs  
Proven ownership of renewal outcomes that materially impact ARR  
Background in fashion/apparel industry; product expertise in PLM, 3D/AI design
Experience partnering with VP-level leaders to shape CS strategy  
Demonstrated ability to evolve a Customer Success operating model, not just run one  
Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers  
Executive-level communication skills with both internal leadership and external customers  
Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo)  

Who You Are

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