Director, Global CS Service Provider
Job Description:
- Lead a global team of Customer Success Managers dedicated to the Service Provider vertical.
- Develop and execute a comprehensive success strategy to drive GRR/NRR.
- Create, build, and foster a sense of high-performance culture.
- Network effectively with customer executives at global ISPs, CDNs, & Neo-Cloud providers.
- Define and execute success processes for maximizing Kentik's value.
- Manage customer expectations and orchestrate cross-functional resources.
Requirements:
- 5+ years in a senior-level, client-facing leadership role (Customer Success, Account Management, or Professional Services) within the SaaS or Networking industry.
- An understanding of the Service Provider landscape
- Proven experience managing and scaling global, remote-first teams.
- Experience defining and optimizing customer lifecycles, success playbooks, and health-scoring methodologies.
- The ability to articulate complex technical value (e.g., Synthetic Monitoring, Multi-Cloud Observability) in terms of business ROI for executive stakeholders.
- Proficiency in using data to identify trends, predict churn, and demonstrate the quantifiable impact of Kentik on a customer's bottom line.
- Passion for meeting customers where they are; ability to travel globally (up to 30%).
Benefits:
- 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
- An annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
- Paid family & medical leave
- Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
- 401(k) retirement account
- Home office reimbursement
- Stock options