Customer Success Director

Job Description

This position is based in our Newton, MA, Washington DC, or New York City office.

We are seeking a strategic and experienced Customer Success Director (CSD) to lead customer success initiatives across our Portfolio accounts. This senior-level role is focused on driving long-term customer value, retention, and growth through strategic planning, executive engagement, and cross-functional collaboration.

The CSD will serve as a trusted advisor to key stakeholders, aligning customer success efforts with broader business goals and ensuring the delivery of measurable outcomes. This role will also mentor Customer Success Managers and partner closely with Sales leadership to drive customer advocacy and expansion.

Key Responsibilities:

• Develop and execute strategic account plans in collaboration with Account Directors and Account Managers.
• Own executive-level relationships with Portfolio accounts, acting as a strategic partner to senior stakeholders.
• Provide leadership and mentorship to Customer Success Managers supporting Portfolio accounts.
• Drive customer advocacy and identify opportunities for expansion and upsell.
• Lead strategic business reviews and communicate value delivery to Portfolio customers.
• Monitor customer satisfaction and retention metrics, identifying trends and areas for improvement.
• Act as an escalation point for critical customer issues, ensuring resolution and long-term satisfaction.
• Collaborate with Product, Support, and Sales teams to advocate for customer needs and drive improvements.
• Contribute to the continuous improvement of the Customer Success function through process enhancements and best practices.

Qualifications

• 7+ years of experience in customer success, account management, or strategic leadership roles, preferably within Portfolio accounts.
• Proven track record of driving customer retention, satisfaction, and expansion.
• Strong leadership and people management skills.
• Experience working in a POD-style selling environment is a plus.
• Exceptional communication skills and executive presence.
• Ability to analyze complex data and translate insights into strategic actions.
• Expertise in customer success methodologies and tools such as Gainsight and Salesforce.

Additional Information

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: open PTO policy, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

This position offers a base salary of $85,000-95,000 plus bonus. 

This posting will automatically expire on July 17, 2026.