Overview
Senior Director, Customer Success Jobs in United States at Swooped
Title: Senior Director, Customer Success
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
As the pioneer of the Agentic Web Marketing Platform, the organization is redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, the platform helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use the platform to turn ideas into reality — and to power what's possible on the web.
The company is seeking a Senior Director of Customer Success to lead the strategy, execution, and business outcomes of its Enterprise customer portfolio. This leader will be responsible for driving customer adoption, retention, expansion, and advocacy across the Enterprise customer base while also building a high-performing, customer-centric organization. Reporting to the VP of Experience, the Senior Director will lead teams responsible for helping customers realize measurable business outcomes with the platform. This role will partner closely with Sales, Product, Marketing, Support, and Executive Leadership to ensure customers achieve value throughout their lifecycle.
Success within the first 12 months looks like:
- Improve customer retention and adoption outcomes.
- Increase organizational scalability through systems, process, and operating model improvements.
- Strengthen executive relationships with strategic customers.
- Build stronger customer feedback loops that influence product strategy.
About the role
- Location: Remote-first (United States)
- Full-time
- Permanent
- Exempt
- The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. The base pay ranges for this role are structured into zones for geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
- United States (all figures cited below are in USD and pertain to workers in the United States)
- Zone A: $272,000 – $340,000
- Zone B: $256,000 – $320,000
- Zone C: $240,000 – $300,000
For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels and will be narrowed during the interview process based on a number of factors, including the candidate’s market location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.
Reporting within the Revenue Organization to the Vice President, Customer Experience.
As a Sr. Director, Customer Success, you’ll …
- Own key success metrics for the Enterprise business including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption, and customer health.
- Continue developing a high-performance culture centered on accountability, customer impact, and continuous improvement.
- Operationalize AI forward workflows and customer programs so CSMs can focus their time on customers.
- Strengthen customer health frameworks, forecasting processes, and success metrics.
- Engage strategically with the largest, highest visibility accounts.
- Deliver regular business and operational reviews to Executive Leadership.
- Partner with Product teams to influence roadmap priorities based on customer insights.
About you
- 10+ years of experience in Customer Success, Account Management, Professional Services, or related post-sale leadership roles.
- 5+ years leading managers and senior leaders in a SaaS environment.
- Demonstrated success owning retention, adoption, and expansion outcomes.
- Experience building and scaling customer success organizations in high-growth environments.
- Strong executive presence with the ability to engage C-level customer stakeholders.
- Expertise in customer lifecycle management, health scoring, and customer success operations.
- Data-driven approach to decision-making and organizational leadership.
- Experience partnering cross-functionally across Product, Sales, Marketing, and Support organizations.
You’ll thrive as a Sr. Director, Customer Success if you:
- Think like an owner and are energized by accountability for retention, expansion, and long-term customer outcomes.
- Balance customer advocacy with business rigor, making decisions that create durable value for both customers and the organization.
- Excel at building trusted relationships with executive stakeholders and can confidently engage with leaders across marketing, digital, technology, and operations functions.
- Have a track record of leading through leaders, developing high-performing managers, and scaling teams through periods of growth and change.
- Bring a systems-oriented mindset, creating scalable processes and programs that improve both customer outcomes and team effectiveness.
- Stay curious and open to growth — demonstrating a proactive embrace of AI, and actively building and applying fluency in emerging technologies to elevate how work is done, drive faster outcomes, and expand collective impact.
Our Core Behaviors
- Build lasting customer trust. Trust is built by taking action that puts customer trust first.
- Win together. The team plays to win, and wins as one team. Success isn't a solo act.
- Reinvent ourselves. We don't just improve what exists, we imagine what's possible.
- Deliver with speed, quality, and craft. We move fast because the moment demands it, and we do so without lowering the bar.
Benefits
- Ownership in what you help build. Every permanent employee receives equity (RSUs) in the growing, privately held company.
- Health coverage that actually covers you. Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with the company covering most premiums.
- Support for every stage of family life. 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents. Plus inclusive care for family planning, menopause, and midlife transitions.
- Time off that’s actually off. Flexible vacation, paid holidays, and a sabbatical program to help you recharge and come back inspired.
- Wellness for the whole you. Access to mental health resources, therapy and coaching.
- Invest in your future. A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally.
- Monthly stipends that flex with your life. Localized support for work and wellness expenses — from Wi-Fi to workouts.
- Bonus for building together. All full-time, permanent, non-commission employees are eligible for the annual WIN bonus program.
Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment.
Remote, together
At the company, equality is a core tenet of its culture. It is an Equal Opportunity (EEO)/Veterans/Disabled Employer and is committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, the company will consider for employment qualified applicants with arrest and conviction records.
Please note:
The company will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.
To join the company, you'll need a valid right to work authorization depending on the country of employment.
If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. One or more background screening reports may be obtained about you, solely for employment purposes.
For information about how personal information is processed, please review the Applicant Privacy Notice.
