Director of Customer Success - Americas

ABOUT THE ROLE

As Director of Customer Success - Americas at DataSnipper, you lead the regional Customer Success organization responsible for adoption, retention, customer value, and team performance across the Americas. You are accountable for turning DataSnipper into measurable business impact across Mid-Market, Enterprise, audit, and non-audit customer segments, while building the leadership system that allows managers and CSMs to execute consistently at scale.

You operate as a second-line leader: managing Customer Success Managers, raising the bar for Senior ICs, and translating company strategy into a practical regional operating rhythm. Over the next 6–12 months, this role will be central to helping the Americas CS organization scale adoption of DataSnipper’s agentic platform, connect implementation to durable customer value, and align the business to the rapid evolution of AI adoption among frontier accounting firms in the US.

You also represent the Americas voice in CS and Company leadership. You bring insight from customers, managers, portfolio data, implementation learnings, and market signals into company-level conversations. You act as a pulse on where the market is moving and what customers are asking for next, partnering closely with Sales, Product, RevOps, Solutions Engineering, Enablement, and GTM leadership to improve how DataSnipper serves customers across the region.

ABOUT DATASNIPPER

Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.

Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.

We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place.

WHAT YOU WILL DO

- Lead the Americas CS Business: Own regional CS performance across adoption, retention, customer health, value realization, manager effectiveness, and team execution. Translate global CS priorities, including the agentic platform transition, into a clear operating rhythm for the region.

- Manage and Develop Managers: Lead Customer Success Managers with clarity, accountability, and coaching. Help them inspect portfolio health, raise team standards, develop CSMs, and make strong calls on risk, prioritization, escalation, and change management.

- Drive Customer Outcomes at Scale: Ensure CSMs deliver trusted advisory, product adoption, value discovery, Strategic Business Reviews, account health management, ROI communication, and strong portfolio hygiene across segments. Make sure implementation and first-90-day adoption motions create durable value and clean handoffs into long-term Customer Success.

- Lead Renewal Risk and Executive Engagement: Partner with Sales, Account Management, RevOps, and CS leadership to maintain forecast discipline, surface material risks early, and engage senior customer stakeholders when regional importance, risk, or opportunity requires it.

- Operationalize CS Strategy and Culture: Turn global CS initiatives into repeatable regional practices around account planning, customer health, manager coaching, escalation management, adoption measurement, and performance tracking while reinforcing a high-accountability, customer-first culture.

- Represent the Americas Market Voice: Bring clear regional insight to CS and Company leadership, including how frontier accounting firms in the US are evolving their expectations around AI and agentic workflows. Use data, customer examples, manager feedback, implementation learnings, and market signals to influence product, GTM, reso …