Senior Director, Customer Success

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers. We see things differently than our competitors, and we make our mark in the industry by challenging the norm and delivering the unexpected and improbable. We’re a fast-growing company taking the Cloud Storage industry by storm and recognized as one of the best places to work in Boston. 

Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers and boundaries of storage with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, with no fees for egress or API request and delivered as a single-tier solution. Cloud storage has never been so simple, so fast and so inexpensive. It’s all part of our vision to make cloud storage the next great global utility, just like electricity.

Strategy and Leadership: 

• Develop and implement a comprehensive customer success strategy that drives customer expansion, with a focus on customer retention, and satisfaction. 

• Build a framework that can be used to mentor and help to scale a team of high-performing Customer Success Managers. 

• Establish operational processes and best practices to deliver a seamless customer growth and retention.  

Customer Advocacy and Satisfaction: 

• Serve as the voice of the customer internally, ensuring customer feedback informs product roadmap and company strategy. 

• Oversee customer health metrics, retention strategies, and proactive engagement to drive a high Net Promoter Score (NPS). 

• Contribute to customer advocacy initiatives, including case studies, testimonials, and participation in Customer Advisory Board meetings. 

Cross-Functional Collaboration: 

• Collaborate closely with Sales, Product, Engineering, and Marketing to ensure alignment of goals and a unified customer experience. 

• Partner with the Sales and Marketing teams to identify opportunities for growth within existing customer accounts. 

• Work with Product and Engineering teams to prioritize customer feedback and influence product development. 

Performance and Metrics: 

• Drive positive customer success KPIs such as customer retention rates, expansion revenue, and customer lifetime value (CLV). 

• Leverage dashboards and reporting tools to provide insights into customer health, engagement, and satisfaction. 

• 10+ years of experience in customer success, account management, or a related field in a SaaS or cloud services environment. 

• Proven experience leading and scaling a Customer Success organization, ideally within a fast-growing technology company. 

• Strong track record of driving customer retention, satisfaction, and revenue expansion. 

• Deep understanding of cloud technologies and infrastructure as a service (IaaS) business models. 

• Excellent leadership, communication, and interpersonal skills. 

• Data-driven mindset with the ability to use metrics to inform strategy and decision-making. 

• Passion for delivering exceptional customer experiences and driving long-term customer success. 

Preferred Qualifications: 

• Experience working with large enterprise customers and managing complex accounts. 

• Knowledge of cloud storage solutions or cloud infrastructure technologies. 

• Familiarity with CRM platforms such as Salesforce, and customer success tools like Gainsight. 

Wasabi Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.