Director of Customer Success

DataDome · US - New York City

  • Senior
  • Full-time
  • Posted 2026-10-28
  • Confirmed live on 29 October 2026

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Job description

⭐ About the team:

DataDome delivers real-time bot and agent trust management, giving businesses complete visibility and control over all traffic—human, bot, or AI. Named a Leader in The Forrester Wave™ for Bot And Agent Trust Management Q2 2026, DataDome is trusted by enterprises like Etsy, PayPal, and Soundcloud. Acting as a traffic control plane, DataDome's multi-layered AI engine leverages thousands of models and 5 trillion signals daily to analyze intent and stop fraud in under 2 milliseconds—letting legitimate users through seamlessly across websites, apps, APIs, and MCPs. Backed by a 24/7 SOC and expert threat researchers, DataDome stops 20k+ attacks every second. With 30+ global PoPs, and 80+ ready-made integrations, DataDome is a recognized Leader on G2 across several categories—delivering protection that outperforms.

Role Summary

The Director of Customer Success is a senior-level leader accountable for DataDome's global Customer Success Manager (CSM) organization. This role owns the strategies such as value realization, health, along with expansion-readiness, of DataDome's post-sale enterprise customer base worldwide — building a CSM function that scales with the business, drives measurable retention outcomes, and gives DataDome's largest customers a trusted executive-level relationship.

This is a build-and-run mandate: the seat exists both to stop preventable churn today and to design the CSM organization DataDome needs at scale. The role starts with direct ownership of CSMs and their book of business; the team's future structure will evolve with the business.

Reporting & Scope

Reports to: Chief Customer Officer

Owns:

• The global Customer Success Manager (CSM) function across all regions

• CSM segmentation, playbooks, QBR standards, and success-plan methodology

• CSM hiring plan and org design as headcount scales

Explicitly out of scope:

• Technical Account Management (TAM) — reports through its own leadership line

• Technical Support Engineering (TSE) — reports through its own leadership line

• CX Operations — this role is a stakeholder and partner, not the owner

This role partners closely with TAM and Support leaders on shared accounts, escalation handoffs, and a single customer health view.

Key Responsibilities

Retention & churn

• Own gross retention (GRR) and churn-prevention strategy for the CSM-managed book of business; carry a GRR target as a core metric

• Build and operationalize a customer health-scoring model that flags at-risk accounts ahead of renewal, with clear playbooks for save motions

• Run a structured renewal process with CSMs, including forecasting and escalation of at-risk logos to executive sponsors

Executive relationships

• Personally own executive-level relationships on DataDome's top strategic and at-risk accounts

• Serve as the executive escalation point for enterprise customers when a CSM needs air cover

• Represent the voice of the customer to Product, Sales, and DataDome's executive leadership

Scaling the CSM organization

• Design and evolve CSM segmentation (e.g., tech-touch vs. high-touch) as the customer base grows

• Build the CSM hiring plan, career ladder, and onboarding/enablement program

• Partner with CX leadership on the future shape of the CSM organization, including whether and when a management layer is warranted, as the team scales

• Establish CSM playbooks, QBR standards, and success-plan templates

• Partner on CS tooling with CX Operations

• Report retention, NRR/GRR, and account health metrics to executive leadership on a regular cadence

Requirements & Qualifications

• 10-12+ years in Customer Success at a B2B SaaS company, including 7+ years of people-leadership experience directly managing CSMs. Prior experience managing managers is a plus but not required — this role has room to grow in scope as the organization evolves

• Proven ability to independently own and run a global, multi-region CSM organization, including in-region hiring and time-zone coverage planning

• Track record of directly moving gross retention/churn metrics — not just reporting on them

• Demonstrated experience scaling a CS org through a headcount growth phase: segmentation, hiring, and enablement

• Strong executive presence; comfortable as the escalation point with enterprise customer C-suite stakeholders

• Experience partnering with (without owning) adjacent post-sale functions such as technical support or technical account management

• Fluency with CS platforms (e.g., Gainsight, Catalyst, Totango) and CRM (Salesforce)

• Based in New York City (DataDome's hub for this role), with the ability to lead and regularly travel to a globally distributed team

Strongly preferred: experience in cybersecurity, fraud prevention, or another security/compliance-driven SaaS category, where buyers are technical and the sales cycle is trust-heavy.

Success Metrics — First 12 Months

• Gross revenue retention (GRR) held at or above target for the CSM-manage

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