Strategic partner to business stakeholders translating goals into technology solutions at Organon. Collaborating to enhance Sales Enablement and Commercial Excellence capabilities in the U.S.
About the role
- Director of Customer Success managing strategy and execution for complex enterprise customers. Leading a high-performing team and driving technical excellence in project management.
Responsibilities
- Lead the strategy, team, and execution for our largest and most complex customers primarily PE-backed groups managing multiple portfolio brands.
- Establish structure and consistency across accounts, ensuring our team can manage concurrent projects, technical integrations, and executive relationships effectively.
- Build and execute detailed onboarding and ongoing success playbooks to guide consistent execution across complex deployments.
- Develop processes to manage multiple projects per customer, ensuring ownership, timelines, and communication are clear.
- Serve as the senior point of contact for key enterprise relationships, traveling to top customers for strategic meetings and project oversight (approx. 25% travel).
- Lead, coach, and grow a team of Enterprise CSMs who manage high-value, technically complex accounts.
- Partner with Sales to support executive alignment, QBRs, and expansion planning.
- Serve as the technical and project management backbone for all enterprise deployments.
- Use Zapier extensively to build automations and workflows that sync data between systems, deploy webhooks, and pass JSON payloads between customer CRMs, marketing tools, and Hatch.
- Ensure all technical workflows and onboarding processes are fully documented, repeatable, and scalable across enterprise accounts.
Requirements
- 8–12 years of experience in Customer Success or related client-facing roles
- Proven track record leading teams that manage large, complex, multi-brand customers ideally in PE-backed or multi-entity environments
- Hands-on technical experience deploying Zapier automations, webhooks, and API integrations
- Strong background in enterprise project management, from planning to execution
- Experience building and executing structured onboarding and success playbooks for enterprise accounts
- Excellent communication and executive presence; able to manage C-suite relationships with confidence
- Demonstrated success hiring, developing, and retaining high-performing enterprise CSMs.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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