Customer Success Director Jobs in Massachusetts
Customer Success Director jobs in Massachusetts are consistently active, with strong demand concentrated in enterprise software, life sciences, fintech, and edtech sectors, and openings at every level from emerging team leads through senior executive roles. Boston, Cambridge, and the Route 128 corridor are the primary hiring hubs, where established companies like HubSpot, Salesforce, and Athenahealth regularly bring on customer success directors. The most sought-after specialties in Massachusetts are enterprise account expansion, SaaS onboarding strategy, and cross-functional retention leadership. Find a role that fits below and apply directly.
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Showing 5 of 72+ Customer Success Director jobs
Connectbase is one of the fastest growing VC funded SaaS companies – focused on providing data-driven solutions for the connectivity industry. The Connected World, the core platform of Connectbase, allows our ecosystem partners to use location-based insights and automation to buy and sell connectivity more effectively than ever. With innovative technology and best-in-class service, we offer solutions that drive growth for our customers by increasing visibility to the market, managing location, and driving engagement as the system of record wherever connectivity providers connect in the commercial market.
Founded in 2016, we are a remote-first workplace operating on a global scale. Our core values reflect our approach to building scalable solutions and to empowering our team.
Innovative ~ Trustworthy ~ Accountable
Role Description
We are looking for a seasoned Customer Success Professional to join our growing team. Senior Customer Success Managers (CSM) are responsible for proactively managing the customer experience across an assigned portfolio of customers, each at varying stages of the maturity curve. The focus is on ensuring the adoption and expansion of the Connectbase service offerings. The core objective for each member of the CS team is to ensure that their customers derive maximum value from their investment in Connecbase and utilize the software to its fullest capability.
Primary Responsibilities, including but not limited to:
- Customer Success Strategy: Is responsible for the management and continual enhancement of the overall Customer Success Strategy with a goal of understanding current use cases within an organization (maximizing use of features and capabilities), and potential use cases for expansion and adoption of our platform capabilities.
Connections Strategy: Is responsible for understanding the overall connections strategy for each customer within the portfolio. What are the number of connections sought? Why? Who are the ideal candidates? Can partner with the Configuration team about strategy drivers to ensure optimal configuration outcome.
Management of Welcome Process: Fully understands the Welcome Process. Is responsible for generating the Welcome Letter/Package within SLA. Is successful at identifying and resolving whatever blockers may prevent the SLA adherence.
Ticket Management: Is aware of all tickets for assigned book of business - number, complexity, status. Will engage with internal teams to update customers on scheduled cadence calls. Will serve as the issue liaison - identifying blockers to success. Wherever the internal team needs greater detail, the CSM will be responsible for gathering the missing information. Can effectively separate the tactical nature of the ticket content and its strategic implications. Will work internally with leadership and externally with the customer to ensure spotlight on the strategic while internal teams work to resolve the tactical.
Agenda Management - Pre and Post Meeting: Is the driver of all meetings. Will create and distribute meeting agenda before all meetings in accordance with process requirements. Will drive agenda throughout meeting. Is responsible for creating and distributing meeting summary post meeting according to SLA.
Action Item Follow-up: Is the person responsible for identifying all action items and proactively driving resolution. Will call the necessary internal meetings a/o standups to highlight and drive resolution. Will ensure the customer is always informed - even if just "working on it". Will be the proactive liaison between customer and internal teams to ensure resolution is achieved quickly and efficiently.
Release Note Mastery: Will review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer. Will identify areas that are of great value to individual customers within their own portfolio and will guide the customers understanding of release contents that are high impact for them.
Product Knowledge: Understands the high-level elements of the 4 core platform elements: (1) Quote to Order; (2) API; (3) Data Analytics; (4) The Connected World Platform. Will be able to convey knowledge clearly and succinctly on the value prop of each, especially as relates to customers within their portfolio.
Customer Conduit for Product Use Case: Will attend all product demos and training sessions scheduled for their customers, such that follow-on learning or clarification questions by them will be driven by them. It is critical that the CSM is the conduit of product understanding for each of the customers within their portfolio.
Escalation Awareness: Is responsible for monitoring key alerting systems (Critical Escalation Slack Channel/ Support Channel/ etc.) to ensure always up to date on platform challenges impacting customers within their portfolio.
Process Self-Sufficiency: Is proficient with all workflows within the Confluence "How to Guide" and can follow the workflows in a self-sufficient manner.
Working Skills & Experience Requirements
- 4-year bachelor’s degree or commensurate work experience.
- 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business.
- Ability to communicate effectively about the technical product offerings.
- Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts.
- Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines.
- Ability to professionally handle challenging situations.
- Experience in network & communications space helpful but not required.
The team at Connectbase share common traits. Does this sound like you?
- Naturally curious
- Innate ability to learn
- Able to turn feedback into action
- Dually autonomous and collaborative Empowers those around them
Compensation and Benefits
Competitive base salary based on your background and level of experience with an outstanding opportunity to learn while you perform and career advancement in a rapidly growing SAAS company.
We also offer a very generous benefits package including health, dental, vision, unlimited Vacation and 401(k). Check out our employee reviews on Glassdoor: https://www.glassdoor.com/Reviews/Connected2Fiber-Reviews-E1343428.htm
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Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. Connectbase does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law.
Connectbase is one of the fastest growing VC funded SaaS companies – focused on providing data-driven solutions for the connectivity industry. The Connected World, the core platform of Connectbase, allows our ecosystem partners to use location-based insights and automation to buy and sell connectivity more effectively than ever. With innovative technology and best-in-class service, we offer solutions that drive growth for our customers by increasing visibility to the market, managing location, and driving engagement as the system of record wherever connectivity providers connect in the commercial market.
Founded in 2016, we are a remote-first workplace operating on a global scale. Our core values reflect our approach to building scalable solutions and to empowering our team.
Innovative ~ Trustworthy ~ Accountable
Role Description
We are looking for a seasoned Customer Success Professional to join our growing team. Senior Customer Success Managers (CSM) are responsible for proactively managing the customer experience across an assigned portfolio of customers, each at varying stages of the maturity curve. The focus is on ensuring the adoption and expansion of the Connectbase service offerings. The core objective for each member of the CS team is to ensure that their customers derive maximum value from their investment in Connecbase and utilize the software to its fullest capability.
Primary Responsibilities, including but not limited to:
- Customer Success Strategy: Is responsible for the management and continual enhancement of the overall Customer Success Strategy with a goal of understanding current use cases within an organization (maximizing use of features and capabilities), and potential use cases for expansion and adoption of our platform capabilities.
Connections Strategy: Is responsible for understanding the overall connections strategy for each customer within the portfolio. What are the number of connections sought? Why? Who are the ideal candidates? Can partner with the Configuration team about strategy drivers to ensure optimal configuration outcome.
Management of Welcome Process: Fully understands the Welcome Process. Is responsible for generating the Welcome Letter/Package within SLA. Is successful at identifying and resolving whatever blockers may prevent the SLA adherence.
Ticket Management: Is aware of all tickets for assigned book of business - number, complexity, status. Will engage with internal teams to update customers on scheduled cadence calls. Will serve as the issue liaison - identifying blockers to success. Wherever the internal team needs greater detail, the CSM will be responsible for gathering the missing information. Can effectively separate the tactical nature of the ticket content and its strategic implications. Will work internally with leadership and externally with the customer to ensure spotlight on the strategic while internal teams work to resolve the tactical.
Agenda Management - Pre and Post Meeting: Is the driver of all meetings. Will create and distribute meeting agenda before all meetings in accordance with process requirements. Will drive agenda throughout meeting. Is responsible for creating and distributing meeting summary post meeting according to SLA.
Action Item Follow-up: Is the person responsible for identifying all action items and proactively driving resolution. Will call the necessary internal meetings a/o standups to highlight and drive resolution. Will ensure the customer is always informed - even if just "working on it". Will be the proactive liaison between customer and internal teams to ensure resolution is achieved quickly and efficiently.
Release Note Mastery: Will review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer. Will identify areas that are of great value to individual customers within their own portfolio and will guide the customers understanding of release contents that are high impact for them.
Product Knowledge: Understands the high-level elements of the 4 core platform elements: (1) Quote to Order; (2) API; (3) Data Analytics; (4) The Connected World Platform. Will be able to convey knowledge clearly and succinctly on the value prop of each, especially as relates to customers within their portfolio.
Customer Conduit for Product Use Case: Will attend all product demos and training sessions scheduled for their customers, such that follow-on learning or clarification questions by them will be driven by them. It is critical that the CSM is the conduit of product understanding for each of the customers within their portfolio.
Escalation Awareness: Is responsible for monitoring key alerting systems (Critical Escalation Slack Channel/ Support Channel/ etc.) to ensure always up to date on platform challenges impacting customers within their portfolio.
Process Self-Sufficiency: Is proficient with all workflows within the Confluence "How to Guide" and can follow the workflows in a self-sufficient manner.
Working Skills & Experience Requirements
- 4-year bachelor’s degree or commensurate work experience.
- 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business.
- Ability to communicate effectively about the technical product offerings.
- Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts.
- Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines.
- Ability to professionally handle challenging situations.
- Experience in network & communications space helpful but not required.
The team at Connectbase share common traits. Does this sound like you?
- Naturally curious
- Innate ability to learn
- Able to turn feedback into action
- Dually autonomous and collaborative Empowers those around them
Compensation and Benefits
Competitive base salary based on your background and level of experience with an outstanding opportunity to learn while you perform and career advancement in a rapidly growing SAAS company.
We also offer a very generous benefits package including health, dental, vision, unlimited Vacation and 401(k). Check out our employee reviews on Glassdoor: https://www.glassdoor.com/Reviews/Connected2Fiber-Reviews-E1343428.htm
-
Connectbase is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. Connectbase does not discriminate against individuals on the basis of those characteristics, or any other characteristic protected by law.
See All 72 Customer Success Director Jobs in Massachusetts
Find roles in Massachusetts that match your experience and apply in just a few clicks.
Find JobsCustomer Success Director Jobs by City in Massachusetts
Where Massachusetts roles are concentrated, by current openings.
Customer Success Director Job Market in Massachusetts
A snapshot from current Massachusetts openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Technology & Software10
- Consulting & Professional Services3
- Manufacturing1
- Science & Research1
What Massachusetts Employers Look For
The qualifications that appear most often in customer success director jobs across Massachusetts.
- Bachelor's degree in business, communications, or a related field required by most employers
- Five or more years of customer success or account management experience in a B2B environment
- Proven experience managing a customer success team of at least three direct reports
- Demonstrated ability to own net revenue retention and expansion metrics for a portfolio
- Proficiency with CRM and customer success platforms such as Salesforce or Gainsight
- Strong executive communication skills for engaging C-suite stakeholders at client organizations
Customer Success Director Jobs in Massachusetts: Frequently Asked Questions
How do you become a customer success director in Massachusetts?
The path to a customer success director role in Massachusetts typically starts with a bachelor's degree in business, marketing, or a related field, followed by several years progressing through individual contributor and manager roles in customer success or account management. Massachusetts employers, especially in the dense SaaS and life sciences corridors around Boston and Cambridge, strongly favor candidates who have led retention or expansion programs and can demonstrate measurable business outcomes. No state-issued license is required for this role.
Which companies hire customer success directors in Massachusetts?
Employers hiring customer success directors in Massachusetts right now include Datadog, Klaviyo, and ALTO USA, based on current listings on Migrate Mate as of September 2026. Massachusetts's concentration of enterprise software, healthtech, and fintech companies means there is a steady pipeline of senior-level openings throughout the year.
Which Massachusetts cities have the most customer success director jobs?
Boston, Foxborough, and Cambridge have the most customer success director openings in Massachusetts. Boston anchors the market as the headquarters city for many enterprise software and healthtech companies, while Cambridge attracts demand from biotech and edtech firms clustered around Kendall Square, and suburban hubs along Route 128 house legacy technology and professional services employers that maintain large customer success teams.
Are there remote customer success director jobs in Massachusetts?
Yes, and more than most fields, because customer success director work is fundamentally desk-based and communication-driven. About 76% of customer success director openings tied to Massachusetts are remote or hybrid as of September 2026, reflecting the role's compatibility with distributed work. The parts of the role most commonly performed remotely are executive business reviews, onboarding coordination, and cross-functional strategy, while in-person presence tends to be expected for key client meetings and leadership offsites.
How can I get hired as a customer success director in Massachusetts with little or no experience?
The most realistic entry path is moving into a customer success manager or senior CSM role first, building a record of owning customer health metrics, and then stepping into director-level responsibility. Massachusetts employers such as HubSpot and Salesforce run structured associate and rotational programs that develop early-career candidates through hands-on account work. Lateral moves from account management, solutions consulting, or implementation management are common bridges. Earning a certification from organizations like the Customer Success Association strengthens a candidate's profile when direct director experience is limited.
Where can I find and apply to customer success director jobs in Massachusetts?
You can find and apply to customer success director jobs in Massachusetts on Migrate Mate, which lists current Massachusetts openings. Find the roles that fit your experience and apply directly from the listing.
See All 72 Customer Success Director Jobs in Massachusetts
Find roles in Massachusetts that match your experience and apply in just a few clicks.
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