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About the Role

As Director of Customer Success - Americas at DataSnipper, you lead the regional Customer Success organization responsible for adoption, retention, customer value, and team performance across the Americas. You are accountable for turning DataSnipper into measurable business impact across Mid-Market, Enterprise, audit, and non-audit customer segments, while building the leadership system that allows managers and CSMs to execute consistently at scale. This role will be central to helping the Americas CS organization scale adoption of DataSnipper’s agentic platform, connect implementation to durable customer value, and align the business to the rapid evolution of AI adoption among frontier accounting firms in the US. You also represent the Americas voice in CS and Company leadership, bringing insight from customers, managers, portfolio data, implementation learnings, and market signals into company-level conversations. You act as a pulse on where the market is moving and what customers are asking for next, partnering closely with Sales, Product, RevOps, Solutions Engineering, Enablement, and GTM leadership to improve how DataSnipper serves customers across the region.

Responsibilities

Own regional CS performance across adoption, retention, customer health, value realization, manager effectiveness, and team execution.
Translate global CS priorities, including the agentic platform transition, into a clear operating rhythm for the region.
Lead Customer Success Managers with clarity, accountability, and coaching.
Help managers inspect portfolio health, raise team standards, develop CSMs, and make strong calls on risk, prioritization, escalation, and change management.
Ensure CSMs deliver trusted advisory, product adoption, value discovery, Strategic Business Reviews, account health management, ROI communication, and strong portfolio hygiene across segments.
Make sure implementation and first-90-day adoption motions create durable value and clean handoffs into long-term Customer Success.
Partner with Sales, Account Management, RevOps, and CS leadership to maintain forecast discipline, surface material risks early, and engage senior customer stakeholders when regional importance, risk, or opportunity requires it.
Turn global CS initiatives into repeatable regional practices around account planning, customer health, manager coaching, escalation management, adoption measurement, and performance tracking.
Reinforce a high-accountability, customer-first culture.
Bring clear regional insight to CS and Company leadership, including how frontier accounting firms in the US are evolving their expectations around AI and agentic workflows.
Use data, customer examples, manager feedback, implementation learnings, and market signals to influence product, GTM, resourcing, process, and prioritization.
Work with Sales, Product, Solutions Engineering, RevOps, Marketing, and Enablement to remove blockers, share customer intelligence, improve adoption and implementation motions, and ensure the Americas voice of customer is visible in company-level decisions.

Requirements

8+ years in Customer Success, Account Management, Professional Services, Implementation, or a related customer-facing function in B2B SaaS, with 4+ years in CS leadership and meaningful experience managing managers.
Experience leading managers, coaching leaders, inspecting team performance through others, and influencing outcomes across multiple teams or segments.
Understanding of the full CS motion: onboarding, implementation, adoption, health management, risk mitigation, Strategic Business Reviews, renewals, expansion support, executive engagement, and voice of customer.
Experience running a regional business within a global CS organization.
Understanding of how CS contributes to retention, expansion, and long-term customer value.
Effective partnership with Sales and Account Management without blurring ownership.
Understanding of how AI-enabled workflows change customer expectations, adoption patterns, and value realization.
Ability to connect agentic platform capabilities to customer outcomes, coach through adoption friction, and translate market movement into internal action.
Use of product data, health signals, forecast movement, customer sentiment, portfolio trends, implementation milestones, manager insight, and market signals to make decisions and influence company-level priorities.
Ability to help managers improve their teams through clear expectations, inspection rhythms, feedback, prioritization, and accountability.
Ability to hire, onboard, coach, and retain strong CS talent while identifying future leaders.
Ability to build strong partnerships with Sales, Product, RevOps, Solutions Engineering, Enablement, and GTM leaders.
Ability to communicate clearly, make tradeoffs visible, summarize risk without drama, and turn customer patterns into actionable internal insight.
Ability to build repeatable systems without overcomplicating the work.
Knowledge of when to standardize, when to adapt, and when to simplify.
Ability to help teams stay focused through change.
Experience with audit, accounting, finance, AI adoption, or workflow automation customers is a strong plus, especially where you have supported enterprise adoption, change management, or AI-enabled transformation.

Skills

Customer Success
Account Management
Professional Services
B2B SaaS
CS Leadership
Managing Managers
Onboarding
Implementation
Adoption
Health Management
Risk Mitigation
Strategic Business Reviews
Renewals
Expansion Support
Executive Engagement
Voice of Customer
Regional Business Management
AI-enabled workflows
Agentic platform capabilities
Data-driven decision making
Manager Coaching
Talent Development
Cross-Functional Influence
Communication
Process Building
Scale
Adaptability
Audit
Accounting
Finance
AI adoption
Workflow automation

Location

New York City

Work Type

Hybrid
Onsite

Experience Level

Director
8+ years
4+ years leadership

Salary/Compensations

Excellent salary + stock participation plan

Benefits

Flexible paid time off
Comprehensive medical and dental coverage
401K match
Paid parental leave
Company-sponsored lunch
Access to OpenUp and Talkspace, the mental health and wellness platform
Multiple social activities for team building

About the Company

Audit and finance are still massively manual and we are changing that.
DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.
We are taking things further with our Excel Agent, bringing AI directly into where the work actually happens.
Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.
We are not just applying AI, we are redefining how audit gets done.
If you want to build something category-defining at scale, this is the place.
Being part of one of the fastest-growing scale-ups in the Netherlands
Make an impact by disrupting the finance industry with us
A flexible and growing organization with lots of opportunities to learn and develop
International working environment, with a team of friendly and driven colleagues

Director of Customer Success - Americas at DataSnipper | NY, US | Rezi