Customer Success Operations Jobs in Silver Spring, MD

Overview of the position 

The Customer Success Director is a key leadership role, responsible for leading Enhesa's customer success team in support of client retention, customer value, service adoption/training, and long-term account health. The role is accountable for achieving Gross Retained Revenue targets and ensuring that customer-facing teams operate effectively within a quarterly, target-driven commercial structure. 

Reporting to the SVP Commercial, this position manages a team of four professional Customer Success Managers and is responsible for coaching the team towards their quarterly "plan to goal." The Customer Success Director will ensure strong execution against renewal, retention, engagement, and customer success objectives, while maintaining a consultative and customer-centric approach. 

The ideal candidate is an experienced B2B customer success leader with a strong commercial mindset, proven experience operating in a quarterly target-driven environment and preferably experience in a SaaS and/or high-growth business. 

Main tasks and responsibilities 

• Own and deliver Gross Retained Revenue targets across Enhesa's Product and Chemical intelligence portfolios 
• Lead, coach, and manage a team of four Customer Success Managers, ensuring clear accountability against individual and team goals 
• Translate quarterly business targets into actionable team plans, supporting each manager in working their accounts and activities towards their "plan to goal" 
• Establish a consistent operating rhythm for forecasting, pipeline inspection, renewal readiness, customer health reviews and performance management 
• Drive customer retention by ensuring proactive engagement, strong relationship management, and timely identification/mitigation of renewal risks 
• Build and maintain executive-level customer relationships, acting as an escalation point and senior sponsor where required 
• Collaborate closely with Sales, Account Management, Product, Finance, and Marketing to support customer outcomes and commercial performance 
• Develop and monitor key customer success KPIs, including Gross Retained Revenue, renewal rates, customer health, engagement levels, trainings, risk status, and customer satisfaction 
• Ensure Customer Success Managers use CRM and customer success tools accurately and consistently to manage accounts, document activity, and forecast outcomes 
• Support the development of scalable processes, playbooks, and best practices for renewals, customer engagement, risk management, and value realization 
• Represent the voice of the customer internally, sharing insights that support product development, operational improvement, and commercial strategy 
• Foster a high-performance, collaborative, and accountable team culture aligned to Enhesa's growth objectives. 

Key requirements 

• Education. Bachelor's degree in Business, Marketing or a similar field of study from an accredited university is required. 

• Experience. 3-5+ years' experience managing customer success teams in a business-to-business (B2B) environment in the software, software as a service (SaaS), IT, insurance, engineering, financial services or consultancy industry.  

• Proven ability to lead teams in a quarterly target-driven commercial environment 

• Strong experience managing customer-facing professionals against revenue, retention, or renewal targets 

• Clear understanding of Gross Retained Revenue and the activities required to protect and improve retained revenue performance 

• Experience coaching teams through structured plans, performance reviews, pipeline management, and "plan to goal" execution 

• Strong familiarity with CRM systems and customer success platforms; experience with Microsoft Dynamics, Salesforce, Totango, or similar tools is advantageous 

• Excellent customer relationship management skills, including executive-level communication and escalation handling 

• Strong analytical capability, with the ability to interpret customer health data, account trends, renewal forecasts, and performance metrics 

• Demonstrated ability to operate cross-functionally with Sales, Product, Finance, Marketing, and Operations 

• Commercially astute, structured, and comfortable working in a fast-paced growth environment 

• Excellent interpersonal, presentation, negotiation, and conflict resolution skills 

• High levels of professionalism, personal drive, ownership, and accountability 

• Collaborative team player with the ability to share information, best practices, and feedback constructively.