Criteria Corp

Lead and execute Enterprise Customer Success strategy, manage and develop teams, drive retention and growth, build scalable processes, and collaborate cross-functionally to ensure customer success and revenue growth. | 10+ years SaaS experience with 5+ years in leadership managing Enterprise accounts, strong strategic and analytical skills, executive communication, commercial acumen, and preferably Salesforce experience. | The Director, Enterprise Customer Success is a high-impact leadership position focused on ensuring Enterprise customers achieve maximum value from our products and solutions. Working closely with the Sr. Director of Customer Success, this leader is accountable for strategy, execution, and outcomes across our North American Enterprise customer base. This role is responsible for driving retention, growth, and customer advocacy within our Enterprise accounts, while building scalable processes and enabling the Customer Success team to deliver consistently strong engagement and business outcomes for Enterprise customers. Responsibilities The primary responsibilities of this role include: Leadership • Define and implement the Enterprise Customer Success strategy for North America in alignment with global goals. • Provide visible, effective leadership to the Enterprise Customer Success Managers (CSMs). • Build a culture of accountability, solution orientation, and continuous improvement. • Act as a trusted advisor, escalation point, and subject matter expert for Enterprise accounts. • Develop talent through regular feedback, coaching, and performance reviews. • Own customer retention and expansion strategies for the Enterprise segment. • Monitor churn risk, usage patterns, and health scores across all Enterprise accounts; proactively implement mitigation plans. • Partner with Consulting Psychology and Product teams to deliver data-driven, diagnostic insights to Enterprise customers. • Build executive-level relationships within strategic accounts to influence renewals and upsell opportunities. • Collaborate with Sales and New Business teams to ensure seamless customer lifecycle management. • Establish messaging, scripts, and positioning tailored for Enterprise engagement and expansion. General • Develop scalable processes, playbooks, and onboarding materials tailored to Enterprise Customer Success. • Drive Enterprise-focused product launches and GTM initiatives, working closely with Product Marketing. • Monitor and report KPIs including churn, renewals, upsell, and customer lifetime value. • Lead recruiting, onboarding, and training for Enterprise CSMs. • Participate in leadership meetings and contribute to organizational planning and strategy. Requirements To be successful in this role the incumbent will demonstrate the following: • Proven ability to lead and inspire teams supporting Enterprise customers. • Strong strategic acumen with experience designing and executing Enterprise customer success strategies. • Deep analytical and problem-solving skills; able to use data to anticipate churn, identify opportunities, and drive proactive customer management. • Exceptional executive communication and presentation skills; comfortable influencing C-Suite stakeholders. • Strong commercial acumen and ability to align Customer Success with revenue growth objectives. • Experience with SaaS, HR tech, or related industries preferred. • Prior Salesforce experience strongly regarded. • 10+ years of relevant SaaS experience, including 5+ years in leadership roles directly managing Enterprise accounts. • Ability to manage geographically dispersed teams and foster cross-functional alignment.

Drive product positioning, go-to-market execution, sales enablement, and customer adoption for SaaS products by collaborating across Product, Marketing, Sales, and Customer Success teams. | 5-7 years in B2B SaaS product marketing, strong positioning and messaging skills, experience with go-to-market planning, analytical mindset, and a BA/BS degree required. | The Senior Manager of Product Marketing plays a pivotal role in driving the positioning, go-to-market execution, and customer adoption of our products. This role connects Product, Marketing, and Sales by shaping compelling product narratives, enabling the Sales team with the right tools, and ensuring customer needs remain at the center of all efforts. The ideal candidate is a hands-on product marketer with strong B2B SaaS experience, proven success in product launches, and the ability to translate market insights into actionable strategies. Responsibilities Support the development and execution of go-to-market strategies for product launches, enhancements, and new use cases. Partner closely with Product Management to ensure launches are well-positioned and effectively communicated. Coordinate across marketing functions to ensure campaigns drive awareness, pipeline, and adoption. Contribute to product positioning and messaging that clearly differentiates in competitive markets. Create and maintain messaging frameworks, product one-pagers, FAQs, and other materials that resonate with target personas. Ensure consistency of product messaging across sales, marketing, and customer-facing teams. Develop and maintain sales enablement resources including battle cards, playbooks, and pitch decks. Train sales and customer-facing teams on product positioning, differentiators, and messaging. Gather feedback from Sales to continuously improve enablement materials. Monitor market trends, competitive landscape, and customer feedback. Translate insights into recommendations for positioning, pricing, and product roadmap input. Share findings regularly with cross-functional partners. Collaborate with Customer Success to source customer stories, case studies, and testimonials. Engage directly with customers to gather insights and ensure their voice informs product marketing strategies. Act as a bridge between Product, Marketing, and Sales teams to ensure alignment on goals and priorities. Partner with Demand Generation and Digital Marketing to develop campaigns that highlight product value and drive pipeline. Track adoption, usage, and sales metrics tied to product marketing initiatives. Report on the effectiveness of launches, campaigns, and enablement tools. Requirements To be successful in this role the incumbent will demonstrate the following: Bachelor’s degree in Marketing, Business, or a related field (MBA preferred). 5-7 years of experience in product marketing preferably in B2B SaaS. Demonstrated success in go-to-market planning and execution for SaaS products. Strong skills in positioning, messaging, and competitive differentiation. Ability to manage multiple projects, prioritize effectively, and drive results. Analytical and data-driven mindset with familiarity in tools such as Salesforce or Tableau. Excellent written and verbal communication skills, including the ability to present to internal stakeholders and customers.