Back to jobs
New

Senior Director, Customer Success

United States of America

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers. We see things differently than our competitors, and we make our mark in the industry by challenging the norm and delivering the unexpected and improbable. We’re a fast-growing company taking the Cloud Storage industry by storm and recognized as one of the best places to work in Boston. 

Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers and boundaries of storage with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, with no fees for egress or API request and delivered as a single-tier solution. Cloud storage has never been so simple, so fast and so inexpensive. It’s all part of our vision to make cloud storage the next great global utility, just like electricity.

Role Description: Senior Director, Customer Success
 
Role Purpose: 
 
As the Senior Director, Customer Success, you will lead and drive the customer success organization to ensure Wasabi’s customers achieve their desired outcomes through optimal use of the company’s cloud storage solutions. You will be responsible for the strategy, execution, and scaling of the Customer Success function, ensuring alignment with overall company goals. This role will report to the SVP of Global Sales and be a key member of the leadership team, helping to shape the future of the company’s relationship with its customers. 
 
*Principals only. No recruiters.

Responsibilities:

Strategy and Leadership: 

  • Develop and implement a comprehensive customer success strategy that drives customer expansion, with a focus on customer retention, and satisfaction. 
  • Build a framework that can be used to mentor and help to scale a team of high-performing Customer Success Managers. 
  • Establish operational processes and best practices to deliver a seamless customer growth and retention.  

 

Customer Advocacy and Satisfaction: 

  • Serve as the voice of the customer internally, ensuring customer feedback informs product roadmap and company strategy. 
  • Oversee customer health metrics, retention strategies, and proactive engagement to drive a high Net Promoter Score (NPS). 
  • Contribute to customer advocacy initiatives, including case studies, testimonials, and participation in Customer Advisory Board meetings. 

 

Cross-Functional Collaboration: 

  • Collaborate closely with Sales, Product, Engineering, and Marketing to ensure alignment of goals and a unified customer experience. 
  • Partner with the Sales and Marketing teams to identify opportunities for growth within existing customer accounts. 
  • Work with Product and Engineering teams to prioritize customer feedback and influence product development. 

 

Performance and Metrics: 

  • Drive positive customer success KPIs such as customer retention rates, expansion revenue, and customer lifetime value (CLV). 
  • Leverage dashboards and reporting tools to provide insights into customer health, engagement, and satisfaction. 

 

Requirements:

  • 10+ years of experience in customer success, account management, or a related field in a SaaS or cloud services environment. 
  • Proven experience leading and scaling a Customer Success organization, ideally within a fast-growing technology company. 
  • Strong track record of driving customer retention, satisfaction, and revenue expansion. 
  • Deep understanding of cloud technologies and infrastructure as a service (IaaS) business models. 
  • Excellent leadership, communication, and interpersonal skills. 
  • Data-driven mindset with the ability to use metrics to inform strategy and decision-making. 
  • Passion for delivering exceptional customer experiences and driving long-term customer success. 

 

Preferred Qualifications: 

  • Experience working with large enterprise customers and managing complex accounts. 
  • Knowledge of cloud storage solutions or cloud infrastructure technologies. 
  • Familiarity with CRM platforms such as Salesforce, and customer success tools like Gainsight. 
 

Wasabi Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Create a Job Alert

Interested in building your career at Wasabi Technologies? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Wasabi Technologies’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.