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Enterprise Customer Success Director

New York, NY (Hybrid)

Job Title: Enterprise Customer Success Director (Individual Contributor)

Reports to: VP of Customer Success & Operations

Location: New York, NY (Hybrid) or Remote

 

Company Description

Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization’s frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies’ bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth.

 

Job Description

We are seeking a dynamic Enterprise Customer Success Director to join our B2B customer success team. This role will own a portfolio of strategic enterprise customers and be responsible for account retention and growth. The successful candidate will be customer-centric and excel at developing executive trust and showcasing measurable ROI. The candidate must have sufficient range to manage day-to-day account duties while also managing the overall account health and relationship. The candidate ideally will have a passion for our mission.

What you’ll do

  • Own overall account health for your portfolio of strategic enterprise accounts
  • Build, maintain, and strengthen key customer stakeholder relationships while also mapping and helping to drive executive sponsor alignments
  • Shepherd the initial launch of new customers assigned to your portfolio
  • Build and lead monthly business reviews (MBRs) & quarterly business reviews (QBRs) with diverse stakeholder audiences 
  • Craft impactful narratives & storytelling based on quantitative & qualitative evidence of user success and ROI outcomes
  • Execute strategic account plans for each account, outlining monthly and quarterly goals tied to ROI & operational metrics, and monitoring to ensure goal attainment
  • Drive renewals to retain and grow accounts, and partner with Sales to identify and support expansion opportunities in adjacent business units and divisions  
  • Proactively communicate and champion your customer internally by posting updates, surfacing risks and wins, and helping to coordinate cross-functional actions needed for account success
  • Be an excellent cross-functional partner to Marketing, Operations, Product, and Learning & Design, able to represent the voice of the customer while also being a good steward of Pathstream’s business and resources
  • Execute on operational processes, following prescribed systems, as well as contributing ideas to the Customer Success team's ongoing improvement

Success looks like

  • Net ARR growth and on-time renewals for all accounts in your portfolio⁠
  • Documented ROI tied to buyer metrics such as retention, productivity, or role-specific KPIs (ROI business cases built in conjunction with Customer Insights and Data teams)
  • Predictable meeting cadence and stakeholder engagement, including executive sponsor touches and champion development⁠
  • Being viewed by your accounts as a true consultative partner, not a vendor
  • On-track operational metrics for each account
  • High-quality internal comms; crisp updates and risk escalations⁠

Qualifications

  • 5-10+ years in enterprise account management, customer success, or consultative post‑sales roles with complex B2B programs
  • Proven track record renewing and expanding seven‑figure or high‑six‑figure enterprise accounts
  • Executive presence and experience leading business reviews with VP/C‑suite stakeholders
  • Comfort and experience with large group facilitation of content, such as launch information sessions 
  • Data & slideware fluency: translate dashboards into actions; craft ROI narratives; comfort with operational metrics
  • Excellent written and verbal communication; concise, high‑judgment decision‑making
  • Tools: CRM (HubSpot), Data analysis (Hex, Google sheets, Excel), Notion, Slack, Google Workspace⁠

⁠​

WHAT WE OFFER

  • Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
  • Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
  • Competitive salary commensurate with experience
    • Zone 1 (San Francisco, New York City): $152,000-$181,000
    • Zone 2: $137,000 - $163,000
    • Zone 3: $122,000-145,000
  • Comprehensive benefits package
    • 100% employer-paid medical, dental, and vision insurance coverage for you and 50%  for your partner/spouse and dependents
    • Health, commuter, and parking flexible spending accounts
    • Employee Assistance Program (mental health, financial health, legal support, and more)
    • Free access to wellbeing apps like Ginger and Headspace 
    • Flexible paid time off and paid holidays
    • Generous paid parental leave 
    • Short and long-term disability insurance
    • Annual professional development budget
    • Company-provided laptop
    • Remote-first culture
    • Life insurance (100% company paid)
    • 401(k)

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal-opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

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