Director, Enterprise Customer Success - Swoogo

Who You Are

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 judgment, deep technical credibility, proven track record of leveraging AI to drive efficiencies, and in-depth knowledge of CSM workflows.

What You'll Do

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

• 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 (e.g., registration conversion, attendee experience, pipeline influenced, time and cost saved).
• Build an outcome-centric culture: Set the standard for discovery, account profiling, stakeholder mapping, objection handling, and executive storytelling.
• Own Enterprise retention: Be accountable for gross revenue retention for the Enterprise portfolio and set the renewal strategy for complex, high-value accounts in partnership with Account Management.
• Build a high-performing team: Hire, develop, and hold accountable the Enterprise Customer Success team, building a strong bench through succession planning and career development.
• Align on commercial strategy: Partner with Customer Success, Accounts, and Sales leadership on renewal and expansion strategy, pricing/packaging input, and strategic new-business opportunities.
• Lead executive escalations: Serve as the senior escalation point for strategic customer issues, driving coordinated resolution across Support, Product, and Services.
• Run the operating cadence: Establish health scoring, KPIs, and Executive Business Reviews for the Enterprise team, forecast renewals/risk, and report insights to executive leadership.
• Voice of the customer: Bring structured customer insight into roadmap decisions with Product leadership and support customer advisory efforts.
• Lead technology & partner strategy: Position Swoogo within the customer's martech stack and guide how the team uses AI to improve customer outcomes and productivity.
• Lead cross-functional initiatives: Drive programs such as risk mitigation, renewal transformation, and adoption working with Revenue Operations, Finance, and Enablement.
• Plan and invest: Work on budget, headcount planning, and organizational design for the team.

What You've Done Before

• 5–7+ years of experience in Customer Success, Account Management, Sales, Event Tech, or enterprise SaaS roles, including 5+ years of people leadership managing managers.
• Proven track record of improving gross and net revenue retention, expansion, and customer health across large, complex accounts.
• Experience building consultative Customer Success organizations, value frameworks, playbooks, and coaching programs.
• Proficiency with AI tools and an understanding of AI's impact on event and marketing teams.
• Strong commercial judgment, including experience with renewal strategy, complex negotiations, multi-year agreements, and procurement engagement.
• Experience building and scaling CS teams, including segmentation, coverage models, capacity planning, and operating cadences.
• Background in event technology, marketing technology, or an adjacent software category.
• Expertise with Martech and enterprise integrations (Salesforce, Marketo, HubSpot, Eloqua).
• Exceptional communication, executive presence, and C-level presentation skills.

Nice to Have

• Experience supporting APAC customers with an understanding of GDPR and regional business nuances.
• Budget ownership, headcount planning, and organizational design experience.
• Experience establishing executive sponsor programs or customer advisory boards.
• Familiarity with Gainsight, Salesforce, JIRA, and event management tools.