Remote opportunity at
SwoogoDirector, Enterprise Customer Success
Swoogo is hiring a remote Director, Enterprise Customer Success to establish the vision, strategy, and annual plan for its Enterprise Customer Success division. In this position,…
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About This Role
Swoogo is hiring a remote Director, Enterprise Customer Success to establish the vision, strategy, and annual plan for its Enterprise Customer Success division. In this position, you will build and direct an outcome-driven advisory team focused on value realization, retention, and growth for the company's largest and most complex accounts. This role suits an accomplished, commercially minded leader who thrives in a demanding environment, possesses deep technical credibility, and has…
Job Description
Swoogo is hiring a remote Director, Enterprise Customer Success to establish the vision, strategy, and annual plan for its Enterprise Customer Success division. In this position, you will build and direct an outcome-driven advisory team focused on value realization, retention, and growth for the company's largest and most complex accounts. This role suits an accomplished, commercially minded leader who thrives in a demanding environment, possesses deep technical credibility, and has a proven background in leveraging artificial intelligence to drive team productivity and customer outcomes.
As the senior voice of the Enterprise customer internally, you will collaborate with executive leadership to shape commercial strategy, pricing, packaging, and product roadmaps. Responsibilities include defining standardized value frameworks, managing enterprise retention, leading executive escalations, running the operating cadence, and integrating Swoogo within broader marketing and event technology stacks. Depending on customer needs, availability during weekends or after-hours may be required for critical situations.
Responsibilities
- Define the vision, strategy, and annual plan for Enterprise Customer Success in partnership with executive leadership
- Establish standard value frameworks to demonstrate event ROI across success plans, business reviews, and renewals
- Account for gross revenue retention for the Enterprise portfolio and set renewal strategies for complex accounts
- Hire, develop, and hold accountable the Enterprise Customer Success team through coaching and career development
- Serve as the senior escalation point for strategic customer issues and drive coordinated cross-functional resolution
- Establish health scoring, KPIs, and Executive Business Reviews while forecasting renewals and risk
- Bring structured customer insight into product roadmap decisions and champion early platform adoption
- Guide the team in utilizing AI tools to improve customer outcomes and operational productivity
Requirements
- Between five and seven years of experience in Customer Success, Account Management, Sales, Event Technology, Technology Consulting, or a related customer-facing enterprise SaaS role
- At least five years of people leadership experience, including managing managers
- Proven track record of improving gross and net revenue retention, expansion, and customer health across large, complex accounts
- Proficiency with AI tools and an understanding of their impact on marketing and event teams
- Strong commercial judgment encompassing renewal strategy, complex negotiations, multi-year agreements, and procurement engagement
- Expertise with marketing technology and enterprise systems such as Salesforce, Marketo, HubSpot, and Eloqua
- Demonstrated ability to communicate and influence at the C-suite and executive level
Qualifications
- Experience supporting APAC customers with familiarity in GDPR and regional business regulations
- Prior budget ownership, headcount planning, and organizational design experience for a Customer Success team
- Experience establishing an executive sponsor program or customer advisory board
- Experience engaging with technology partners and system integrators
- Familiarity with CRM tools such as Gainsight and Salesforce
- Previous experience working with Swoogo or similar event management software
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role is remote.
What is the employment type for this role?
The position is full-time.
What salary does this position offer?
The salary is not stated in the job posting.
What level of leadership experience is required?
Candidates must have at least five years of people leadership experience, including experience managing other managers.
Sample Interview Questions
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