Director, Customer Success

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.

Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.

We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.

The Director of Customer Success is responsible for leading, scaling, and optimizing the end-to-end customer experience for our SaaS platform. This role ensures customers achieve measurable value, drives adoption and retention, and leads our team of Customer Success Managers and customer-facing specialists. You will collaborate cross-functionally with Product, Sales, Support, and Marketing to build a customer-centric culture and deliver long-term revenue growth.

Key Responsibilities

Customer Success Strategy & Leadership

• Develop and execute a scalable Customer Success strategy aligned with company OKRs.
• Build, lead, and mentor a high-performing Customer Success team (CSMs, onboarding, renewals).
• Define customer journey stages, segmentation models, engagement frameworks, and health scoring.
• Establish KPIs for adoption, retention, NRR, churn reduction, and customer satisfaction.

Customer Engagement & Value Delivery

• Ensure customers realize ongoing value and achieve their desired business outcomes.
• Oversee onboarding, training, product enablement, and quarterly business reviews (QBRs).
• Build strong executive relationships with strategic and enterprise accounts.
• Drive proactive outreach programs that improve product usage and reduce risk.

Revenue, Renewals & Expansion

• Own customer retention and expansion metrics, including Gross and Net Revenue Retention.
• Partner with Sales to support upsell/cross-sell motions and renewal planning.
• Analyze account performance trends to identify expansion opportunities and churn drivers.

Operations, Processes & Analytics

• Implement CS processes, systems, and playbooks to scale efficiently (e.g., Gainsight, Totango, HubSpot, Salesforce).
• Monitor customer health dashboards and develop risk mitigation strategies.
• Provide regular reporting to leadership on customer insights, churn forecasts, and NRR performance.
• Collaborate with Support and Product teams to drive product enhancements, prioritize feature requests, and refine workflows.

Cross-Functional Collaboration

• Serve as the internal voice of the customer and champion customer advocacy.
• Partner with Product and UX to influence roadmap prioritization based on customer feedback.
• Work with Marketing on customer stories, case studies, and advocacy programs.
• Align with Sales leadership on handoff processes, SLAs, and lifecycle alignment.

Qualifications

• 7–12+ years of Customer Success, Account Management, or related client-facing experience in SaaS.
• 3–5+ years of leadership experience managing CS teams.
• Proven track record driving retention, NRR, and customer satisfaction in a subscription-based model.
• Strong understanding of the SaaS customer lifecycle, onboarding best practices, and value realization frameworks.
• Experience building and scaling Customer Success operations, metrics, and tooling.
• Excellent communication, executive presence, and relationship-building skills.
• Analytical mindset; able to interpret data to guide decision-making.
• Bachelor’s degree required; MBA or relevant advanced degree is a plus.

Pay:

Commensurate with relevant qualifications and experience

Benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account

• Flexible Spending Account

• 401(k) Retirement Plan with Company Match

• Life and Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Hospital Indemnity Insurance

• Paid Time Off and Holidays

• Flexible Working Schedule

Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues. We provide equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, marital status, or any other legally protected status.

If you require a reasonable accommodation for a disability during the application or recruiting process, please email us at [email protected] to make your request. To help us best respond, please include your name and the position you are applying for in your message.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.