Director of Customer Success

Corelight is seeking a skilled and experienced Director of Customer Success to lead our Technical Account Management and Customer Success Management teams. In this role, you will provide strategic direction for the Customer Success organization, driving retention, adoption, and growth across our enterprise and strategic customer base while ensuring customers realize measurable value from their investment in Corelight.

What You'll Do

• Own gross and net retention targets for the enterprise segment, partnering closely with Sales to drive on-time renewals, reduce churn, and expand existing accounts through a proactive, value-driven engagement model.
• Build and implement the playbooks, customer health scoring, and success plans that drive platform adoption and help customers achieve measurable security outcomes throughout the customer lifecycle.
• Define the performance metrics and benchmarks used to measure Customer Success, including NRR, GRR, adoption, customer health, and time-to-value, while regularly analyzing performance to drive continuous improvement and operational excellence.
• Turn customer usage, engagement, and lifecycle data into actionable insights that strengthen customer strategy, surface risk, and improve business decision-making.
• Identify at-risk accounts and the issues affecting customer satisfaction, adoption, and renewal, then lead proactive mitigation and escalation strategies to improve customer outcomes.
• Partner with Sales to identify and drive renewal, upsell, and cross-sell opportunities that contribute directly to sustainable revenue growth.
• Establish the people, processes, and data needed to ensure the voice of the customer influences product roadmap decisions, program policies, and customer communications.
• Build strong cross-functional partnerships with Sales, Product, Support, and Professional Services to improve handoffs, increase operational efficiency, and deliver an exceptional end-to-end customer experience.
• Lead, develop, and motivate the Enterprise Customer Success Management team, fostering a culture of collaboration, excellence, inclusion, accountability, and customer focus.

What You'll Bring

• 10+ years of relevant Customer Success, Customer Experience, or related domain experience, including at least 5 years in leadership and experience managing managers or multiple customer-facing teams.
• A bachelor's degree or an equivalent combination of education and professional experience.
• A demonstrated track record of owning and delivering against retention, GRR, NRR, and expansion targets.
• Strong understanding of the enterprise sales cycle and how Customer Success, Professional Services, and Renewals work together to deliver customer outcomes.
• Experience with Customer Success platforms such as Gainsight, Catalyst, or similar solutions, including defining and measuring the customer journey.
• Deep understanding of Customer Success metrics, including NRR, GRR, churn, adoption, customer health scoring, and forecasting.
• Proven ability to identify meaningful patterns within customer interactions and usage data, translating insights into actions that improve customer outcomes.
• The ability to lead, motivate, and develop high-performing customer-facing teams at both the manager and individual contributor level.
• Strong systems thinking with the ability to identify patterns, solve problems, and scale processes across a growing enterprise customer base.
• A service-oriented, outcome-driven mindset with strong commercial acumen and sound business judgment.
• Experience in cybersecurity or enterprise SaaS is a strong advantage.