Director of Customer Success

About the role

BinSentry is seeking a Director of Customer Success to lead the next phase of its customer lifecycle maturity, driving product adoption, value realization, and measurable outcomes. The role builds on an established Customer Value foundation, focusing on deeper engagement, translating capabilities into ROI, and strengthening cross‑functional alignment.

Key responsibilities

• Define and implement a customer adoption framework across the lifecycle, collaborating with Product and Sales.
• Own customer retention and renewal processes, including health scoring, renewal readiness, and expansion identification.
• Build scalable processes for onboarding, engagement cadences, communication, and voice‑of‑customer feedback.
• Partner with Sales, Product, and Operations to ensure smooth handoffs and align on customer health.
• Lead and develop the Customer Value team, clarifying roles, career paths, and fostering a data‑driven culture.

Required profile

• 5+ years leading Customer Value or customer‑focused product functions with a proven record of driving adoption, retention and expansion.
• Experience in IoT, hardware‑enabled SaaS or operational technology environments is strongly preferred.
• Ability to work cross‑functionally with Sales, Product and Operations and influence senior stakeholders.
• Strong analytical orientation, comfortable using data to drive decisions and measure outcomes.