Director, Enterprise Customer Success

Swoogo is actively seeking a strategic, commercially minded, and accomplished Director, Enterprise Customer Success to set the vision for, build, and lead our Enterprise Customer Success organization. You will define how Swoogo creates, measures, and communicates value for its largest and most complex customers, and build a team of consultative, outcome-driven advisors who make Swoogo indispensable to their event and marketing strategies.

In this role, you will lead the Enterprise Customer Success Managers who support our largest customers, and you will be accountable for retention and influencing growth outcomes of the Enterprise portfolio. You will influence the evolution of the team making sure the team is optimally structured to drive outcomes for the customer and Swoogo, what our value framework and customer lifecycle look like, how we engage customer executives, and how we turn customer insight into product and company decisions. You will align with the VP, Customer Success, the VP of Accounts, and the Chief Customer Officer on commercial strategy, and be the senior voice of the Enterprise customer inside Swoogo. We are looking for a leader with a record of scaling teams that prove the business value of their customers' programs, commercial judgement, deep technical credibility, proven track record of leveraging AI to drive efficiencies, in depth knowledge of CSM workflows that enable you to effectively leverage AI so the team can focus on high impact work.

The ideal candidate for the Director, Enterprise Customer Success position is a strategic, collaborative leader who thrives within a demanding work environment and is energized by building teams and systems. They demonstrate executive presence, sound judgment, and a commitment to surpassing expectations, and they are skilled at influencing across the organization and with customer executives. Depending on customer requirements, the Director, Enterprise Customer Success may be needed to provide after-hours or weekend coverage for critical customer situations.

Every day will look a little different, but in general, you will do things like:

• Set the strategy. Define the vision, strategy, and annual plan for Enterprise Customer Success in partnership with the VP, Customer Success, focused on value realization, customer experience, retention, and growth.
• Define the value framework. Establish how Swoogo identifies customer value drivers, sets measurable outcomes, and demonstrates event ROI, such as registration conversion, attendee experience, pipeline influenced, and time and cost saved, and make that framework the standard across success plans, business reviews, and renewals.
• Build a consultative, outcome-centric culture. Set the standard for discovery, account profiling, stakeholder mapping, objection handling, and executive storytelling, and create the enablement and coaching programs that make those habits the norm.
• Own Enterprise retention. Be accountable for gross revenue retention for the Enterprise portfolio, and set the renewal strategy for complex, high-value accounts, including multi-year agreements and procurement engagement, in partnership with Account Management, who is responsible for the commercial negotiation.
• Build a high performing enterprise CSM team. Hire, develop, and hold accountable the Enterprise Customer Success team, and build a strong bench through succession planning and career development.
• Align on commercial strategy. Partner with the VP, Customer Success, the VP of Accounts, the Chief Customer Officer, and Sales leadership on renewal and expansion strategy, pricing and packaging input, key account plans, and support for strategic new-business opportunities.
• Lead executive escalations. Serve as the senior escalation point for strategic customer issues, drive coordinated resolution across Support, Product, and Services, and lead root-cause analysis to prevent recurrence.
• Run the operating cadence. Establish the health scoring, KPIs, and Executive Business Reviews for the Enterprise team, forecast renewals and risk, and report results and insights to executive leadership.
• Be the voice of the customer. Bring structured customer insight into roadmap decisions with Product leadership, champion early adoption of new platform capabilities, and support customer advisory efforts.
• Lead the technology and partner strategy. Position Swoogo within the customer's event and marketing technology stack, work with Services and technology and integration partners on complex implementations and expansion projects, and guide how the team uses AI to improve customer outcomes and team productivity.
• Lead cross-functional initiatives. Drive programs such as risk mitigation, renewal transformation, and adoption, working with Revenue Operations, Finance, and Enablement as needed, and own Customer Success operations and tooling across AI tools, Gainsight, Salesforce, and JIRA.
• Plan and invest. Work with the VP, Customer Success on budget, headcount planning, and organizational design, and contribute to company-level planning and priorities.
• Represent Swoogo. Engage with customers, partners, and industry events to share best practices and champion a culture of customer-centricity and a "deliver plus one" mindset.

• 5 - 7 years of experience in Customer Success, Account Management, Sales, Event Technology, Technology Consulting, or another customer-facing, revenue-carrying enterprise SaaS role, including 5+ years of people leadership with experience managing managers.
• A proven record of improving gross and net revenue retention, expansion, and customer health across a portfolio of large, complex accounts.
• Experience building a consultative, outcome-centric Customer Success organization, including value frameworks, playbooks, enablement, and coaching programs.
• Proficiency with AI tools and an understanding of AI's impact on event and marketing teams.
• A demonstrated ability to connect product capabilities to a customer's strategic goals and explain the value in plain, outcome-focused terms, and to teach others to do the same.
• Strong commercial judgment, including experience with renewal strategy, complex negotiations, multi-year agreements, and procurement engagement, and with building expansion pipeline in partnership with Account Management.
• Experience building and scaling Customer Success teams, including segmentation, coverage models, capacity planning, and operating cadences, and a clear view of how to scale engagement while still retaining and growing revenue.
• Experience developing strategy and turning it into initiatives with clear owners, metrics, and results.
• A background in event technology, marketing technology, or an adjacent software category serving marketers.
• Expertise with Martech and enterprise systems, particularly integrations with Salesforce, Marketo, HubSpot, and Eloqua, and the IT systems that support end-to-end business processes across the customer's value chain.
• Demonstrated ability to communicate, present, and influence effectively at all levels of an organization, including executive and C-level stakeholders, with strong executive presence and storytelling.
• A track record of collaborating cross-functionally with Sales, Product, Engineering, Services, Support, and Revenue Operations.
• Sharp analytical judgment and operational excellence in forecasting, planning, and turning customer data into action.
• Comfort making decisions in ambiguous or changing situations and leading through escalations with urgency, calm, and sound judgment.

It’d be Great if You’ve Done This 

• Experience supporting APAC customers with an understanding of GDPR and regional business nuances.
• Experience with budget ownership, headcount planning, and organizational design 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 (e.g., Gainsight, Salesforce) and event technology platforms.
• Previous experience with Swoogo or similar event management tools.

Learn more about Swoogo, how we work, and our Perks & Benefits.