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

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