Director of Customer Success

About IP Fabric

Join a pioneering force in network automation!

At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond.

About

The Role

As the Director of Customer Success at IP Fabric, you'll play a key role in shaping the future of network assurance and automation. This role will begin within the Sales organization and will take ownership of building a scalable global Customer Success function with the intention of becoming a standalone department as foundational processes mature. Your mission:
Build, lead and drive customer adoption, satisfaction, retention, and growth while enhancing the team that is heartbeat of our success story.

What You'll Do

* Global Leadership and Team Success:
Lead and continually develop a customer success team that sets the bar high. Cultivate a collaborative and customer-focused environment, empowering your team to deliver experiences that go beyond expectations. A key responsibility will be unifying Customer Success execution across regions, ensuring consistent standards, playbooks, and expectations between the US and EU teams.

* Refine Operational Foundations:
Assess our Customer Success model and address with urgency any gaps identified in process, data consistency, and cross-regional alignment. Part of your role will be establishing the fundamentals onboarding frameworks, health scoring, renewal governance, escalation paths, and Salesforce data standards.

* Customer Onboarding:
Tailor experiences to ensure our customers not only understand but extract maximum value from our solutions.

* Customer Engagement:
Build unbreakable relationships with key stakeholders and customers. Work seamlessly with Marketing and Sales teams to ensure a unified approach to customer success.

* Retention and Expansion:
Create strategies that don't just retain but propel our customer base forward. Strategically identify upselling and cross-selling opportunities based on deep understanding of customer needs and usage patterns.

* Customer Advocacy:
Be the internal voice for our customers. Advocate for enhancements, features, and process improvements based on invaluable customer feedback. Drive a culture of continuous improvement.

* Metrics and Reporting:
Own customer success metrics, generating insightful reports for senior management. Use data-driven insights to refine strategies and make informed decisions.

* Cross-Functional Influence:
Define and evolve the long-term organizational boundaries between Sales, Customer Success, and Post-Sales technical roles. Success in this role requires strong cross-functional influence across Sales, Product, Support, and Post-Sales Solution Architects. You will build and enforce operating rhythms that reduce friction and ensure consistent execution across regions.

What You'll Need

* The Builder Mentality:
Design and refine the CS organizational structure to support rapid global scaling.

* Coaching & Culture:
Recruit, mentor, and elevate a team of CSMs. You don't just manage tasks; you build a culture of high accountability and customer obsession.

* Drive NRR (Net Retention Rate) and GRR (Gross Retention Rate) by standardizing EBRs (Executive Business Reviews) and health-scoring models.

* Daily Discipline focused on KPI's, Metrics, Reporting and Results

* Expansion Strategy:
Partner with Sales and Marketing to identify expansion pathways. You will ensure CS isn't just defensive (retention) but offensive (identifying upsell/cross-sell opportunities).

* Feedback Loops:
Serve as the bridge between the customer and Product/Engineering. Use customer insights to influence the product roadmap, ensuring IP Fabric remains the leader in network assurance.

* Escalation Mastery:
Serve as the final point of resolution for complex customer challenges, turning potential churn risks into long-term advocates

* Communication Excellence:
Manage Enterprise Customer Stakeholders & Internal IPF Stakeholders

* Track Record of Success in Building and…