Senior Director, Customer Success

About the Role

We're looking for a Senior Director, Customer Success to own the strategy and execution of our global customer success organization within our Corporates and Consulting business. This is a senior leadership role at the center of how AlphaSense retains, expands, and deepens relationships with our most strategic customers and builds the team, programs, and infrastructure to do it at scale.

As a key member of the Customer Success leadership team, you'll lead a group of high-performing managers and individual contributors, partnering closely with Sales, Account Management, Product, and Marketing to drive measurable outcomes across the full customer lifecycle. You'll set the vision for how we deliver value across our Corporates and Consulting customer base and own the results.

What You'll Do

• Own Global CS Strategy & Execution: Define and drive the overarching strategy for the global customer success organization for the Corporates and Consulting business, translating business objectives into team priorities, coverage models, and scalable programs.
• Lead High-Performing Managers: Build, develop, and inspire a team of high performing reps and CS managers, creating a culture of accountability, coaching, and continuous improvement across the organization.
• Drive Adoption & Advocacy at Scale: Develop and execute strategies that deepen product adoption, accelerate time-to-value, and turn customers into long-term advocates with particular emphasis on our GenAI capabilities.
• Build + Scale Digital Success: Take full ownership of the digital success program, including managing day-to-day operations and holding accountability for renewal and retention outcomes across the customer base.
• Strategic Account Oversight: Partner with Sales and Account Management leadership to ensure the right coverage and resource allocation across our highest-value accounts.
• Operational Excellence: Build and institutionalize scalable playbooks, frameworks, and data-driven practices that elevate the performance of the entire CS function.
• Cross-Functional Leadership: Act as a senior voice for the customer across the organization  aligning with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives.

Who You Are

• A seasoned customer success leader with 10+ years in client-facing SaaS roles and 4+ years leading managers or multi-tiered teams.
• A proven track record of owning adoption outcomes at scale while connecting team actions back to those outcomes
• An experienced leader who has owned and delivered against renewal/retention targets
• A strategic thinker who translates high-level business goals into executable team programs and measurable results.
• An exceptional executive communicator who can influence C-suite stakeholders internally and externally with clarity and credibility.
• A data-driven operator who builds systems and uses insights to continuously improve team performance and customer outcomes.
• Someone who thrives in fast-paced, high-growth environments and has a track record of building for scale.
• Preferably located in the ET or GMT timezones.