About the role
LeanData helps the world's fastest-growing companies automate, simplify, and accelerate revenue. We're hiring a Senior Director of Customer Success to lead, evolve, and scale our Mid-Market CS organization. Reporting to the Chief Customer Officer, you'll own end-to-end customer success strategy — segmentation, engagement models, and success planning — while playing a central role in shaping the customer experience at scale. You'll also be at the forefront of how we apply AI: building an agentic CS motion that drives real focus, efficiency, and customer impact. This means reinventing how a high-performing team operates, not just automating what already exists. In close partnership with Sales, Product, Professional Services, and Support, you'll ensure customers achieve measurable outcomes — directly driving gross and net revenue retention. This is a rare opportunity to build durable foundations for scale at a company that sits at the heart of the modern revenue stack. Hybrid: Two in-office days per week (Santa Clara)
Responsibilities Strategic Leadership Own the strategy, structure, and results of a 5–7 person CS team — including engagement models, success planning, and a scalable operating model grounded in the customer journey. Lead the evolution of CS by leveraging our tech stack and frameworks to free
the team for the work that matters most; build leadership depth through mentorship, succession planning, and clear career paths. Drive a "CS AI" motion for SMB accounts that maximizes efficiency without sacrificing customer satisfaction. Execution & Delivery Direct execution of playbooks across our Solution Value Framework — covering adoption, risk mitigation, and expansion in complex Salesforce environments. Maintain early-warning systems for churn risk, enabling proactive retention at scale. Serve as the senior escalation point for high-impact customer issues. Drive operational rigor and consistency through Salesforce and CS tooling. Collaboration & Influence Act as the primary voice of the customer, shaping Product roadmap and Engineering priorities from frontline insights. Partner with Sales and Account Management on renewals, expansions, and strategic account growth. Collaborate with Marketing to generate customer advocacy, references, and case studies. Lead executive business reviews and cross-functional planning sessions. Metrics & Outcomes Own and deliver gross revenue retention targets for the Mid-Market CS organization. Ensure customers achieve measurable outcomes tied to revenue efficiency, pipeline conversion, and GTM alignment. Define, track, and report on adoption, engagement, customer health, time-to-value, and CSAT.