Customer Success Director

About the Role

DISQO is looking for a Customer Success Director to own our most strategic, complex client relationships and to raise the bar for how the entire CS org operates.

This is a senior individual-contributor role,- it’s for someone who wants to go deeper on craft, ownership, and impact rather than up an org chart.A CSM Director carries, hand-picked portfolio of DISQO’s highest-value and highest-complexity accounts (large committed programs, multi-stakeholder enterprise relationships, or accounts navigating significant change), operates with executive-level credibility on both sides of the table, and is looked to internally as a standard-setter: mentoring other CSMs, shaping how the team runs, and representing the voice of the customer in product and process decisions.DISQO is an AI-native company, and this role sits inside that culture rather than alongside it.

We expect a CSM Director to use AI tools to work faster and smarter across the account portfolio, and to bring that same mindset to how the CS org operates and evolves. You'll be someone other CSMs look to not just for client management craft, but for how to fold AI and improve into the day-to-day of the job.

How this role differs from the traditional Sr. CSM

This role is scoped by complexity and influence, not headcount. Portfolio size will typically be smaller than a Senior CSM’s, but each account carries materially higher strategic weight, and the role carries an explicit mandate to improve the team’s collective practice - through mentorship, playbook development, hands-on AI fluency, and being a visible model of what “excellent” looks like against DISQO’s CSM Core Competency Model.

What you'll own

• Strategic account leadership. Manage a portfolio of DISQO's largest and most complex accounts - often multi-year, multi-stakeholder, and revenue-critical. Build and sustain relationships with VP/C-suite champions, not just day-to-day contacts. Own the account strategy (from- to?), not just the renewal.
• Executive-level trust and risk management. Act as the point person when an account is strategically important, contractually complex, or at risk - bringing judgment and calm under pressure that less senior CSMs haven't yet built. Know when to escalate, when to hold the line, and when to bring in leadership.
• Cross-functional influence. Represent the customer's perspective internally, in product, sales, and leadership conversations. Partner with Product on roadmap input from your accounts, with Sales on expansion strategy, and with leadership on how the book of business is trending - with enough credibility that your read on an account is trusted without a second opinion.
• AI-forward operating model. The CSM Director demonstrates advanced use of AI in their day-to-day - building custom skills, agents, and artifacts to drive velocity, client value and efficiency - and sets the example for what AI-native account management looks like across the team.
• Mentorship and barsetting. Coach other CSMs on account strategy, difficult conversations, commercial acumen, and how to put AI to work in their own accounts - informally and through structured mentorship - without formal management responsibility. Model the behaviors the CSM Core Competency Model describes at its highest level.
• Deep domain expertise. Develop and maintain expert-level fluency in DISQO's platform, research methodologies, and each client's industry/business context, so you can act as a genuine strategic advisor rather than a project manager - the person clients want in the room when they're rethinking their insights strategy, not just running their next study.
• Process and playbook contribution. Identify what's breaking or missing in how CS operates and build the fix - a playbook, a template, an AI-powered workflow, an escalation path - so improvements outlive your own accounts.

What you bring to the role

• 10+ years in customer success, account management, or a client-facing strategic role, ideally in market research, insights, MarTech, or SaaS
• A track record of owning complex, high-revenue accounts end-to-end, including renewal and expansion of six- and seven-figure relationships
• Comfort operating with VP/C-suite stakeholders and navigating ambiguity, competing priorities, and organizational change on the client side
• Strong commercial acumen - you understand how your accounts' health connects to revenue, retention, and growth, and you can speak to it credibly with leadership
• Demonstrated, hands-on fluency with AI. You go well beyond prompting a chatbot - you've built or configured custom skills, agents, or artifacts that changed how you or your team actually worked, and you bring that same instinct to how you run your accounts.
• A demonstrated pattern of raising the level of people and process around you, even without a title that requires it
• Deep curiosity about the client's business, not just DISQO's product
• Excellent judgment about when to solve something yourself, when to loop in a specialist, and when to escalate

• #LI-MV1
• At DISQO, we pride ourselves on having a positive, performance-oriented workplace that includes a flexible hybrid approach, competitive medical benefits, and an amazing vacation policy. Read more about our culture on Glassdoor.
• You can learn more about what’s happening at DISQO by visiting the DISQO Company Blog.

Perks & Benefits

*100% covered Medical/Dental/Vision for employee, competitive dependent coverage

• *Stock options
• *401K
• *Generous PTO policy
• *Team offsites, social events & happy hours
• *Life Insurance
• *Health FSA
• *Catered lunch and fully stocked kitchen
• *Paid Maternity/Paternity leave
• *Disability Insurance
• *Travel Assistance Program
• *24/7 Counseling Services offered to Employees

Note: The benefits noted above are for full time US based employees only.

• Discovery, innovation, and growth are possible when we open ourselves to new possibilities, perspectives, and approaches.
• That’s why, at DISQO, we welcome, support, and empower individuals from diverse backgrounds.
• Exceptional teams are rooted in extraordinary people, each with a unique story and a compelling set of skills.

*Recruiting firms that submit resumes to DISQO without first entering into a written contract will not be entitled to any compensation on candidates referred by that firm.