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About the Role
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.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- Experience in cybersecurity, fraud prevention, or another security/compliance-driven SaaS category, where buyers are technical and the sales cycle is trust-heavy.
Skills
- Customer Success
- People Leadership
- Customer Retention
- Churn Prevention
- Customer Health Scoring
- Forecasting
- Executive Relationship Management
- Customer Advocacy
- CSM Segmentation
- Hiring
- Onboarding
- Enablement
- QBR Standards
- Success Planning
- CS Tooling
- Reporting
- SaaS
- B2B
- Cybersecurity
- Fraud Prevention
- Gainsight
- Catalyst
- Totango
- Salesforce
Location
- New York City
- Remote
- Hybrid
Work Type
- Hybrid
- Onsite
Experience Level
- Senior Level
- Director
Salary/Compensations
- $180K - $200K Base Salary
- 15% Bonus
Benefits
- Hybrid and in-office options
- $500 WFH stipend
- Comprehensive medical, dental, and vision coverage
- Annual stipend for professional development
- Team building events and workshops
- Two annual offsite events
- Summer & winter parties
- Lunch & learns
- Flexible perks (e.g., lunch, sports)
- Parent Care gifts & care packages
- 27 days PTO
- 13 national holidays
- 401(k) eligibility + matching
About the Company
- 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.
- DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs.
- Named a Leader in the Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity.
- Because it’s not about knowing who’s real, it’s about what they intend to do.
- With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance.
- DataDome is fully automated and integrates seamlessly into any tech stack.
- Backed by a 24/7 SOC team of advanced threat researchers, DataDome stops over 350 billion attacks annually.
- Experience protection that outperforms with DataDome.
Equal Opportunity
- DataDome is an equal opportunity employer, and proud to be committed to diversity and inclusion.
- We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.