Director, Global Customer Success Service Provider

About Kentik

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, and synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks.

What You'll Do

We are looking for a talented, passionate, and driven Director of Customer Success, Service Provider. In this role, you will lead a global team of Customer Success Managers dedicated to the Service Provider vertical within Kentik. You will be responsible for protecting and growing our full book of Service Provider business, ensuring that Kentik is the indispensable "system of insight" for the world’s largest networks.

Key Responsibilities:

• Develop and execute a comprehensive success strategy to drive Gross and Net Revenue Retention (GRR/NRR) across the global Service Provider portfolio.
• Create, build, and foster a sense of high-performance culture across a globally distributed team. Mentor direct reports to become trusted advisors to the world’s top network engineers.
• Network effectively with customer executives at global ISPs, CDNs, & Neo-Cloud providers, developing strong professional relationships that transcend the tactical and focus on strategic business outcomes.
• Define and execute success processes that ensure Service Providers are maximizing Kentik for multiple desired outcomes such as peering optimization, DDoS defense, capacity planning, and AI-driven operations.
• Manage customer expectations and orchestrate cross-functional resources (Engineering, Product, Sales) to resolve complex escalations with speed and transparency.
• Partner with the Sales organization to identify and cultivate expansion opportunities, leveraging "Market Intelligence" to grow the Kentik footprint within existing accounts.
• Act as a critical stakeholder for the Product team, translating the unique needs of backbone operators into actionable roadmap requirements.
• Work with the VP of Global Customer Success to define optimal team structures and resource allocation to support a 24/7 global customer base.
• Recruit and onboard the industry’s best talent, leveraging your network to build a team of "network aficionados" who understand the language of BGP, Flow, and SDN.
• Compile data and insights related to customer health and health scores to provide accurate forecasting of renewals and potential churn risks.

What You'll Bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

• 5+ years in a senior-level, client-facing leadership role (Customer Success, Account Management, or Professional Services) within the SaaS or Networking industry.
• An understanding of the Service Provider landscape.
• Proven experience managing and scaling global, remote-first teams. You are a "leader of leaders" who knows how to inspire and mentor.
• Experience defining and optimizing customer lifecycles, success playbooks, and health-scoring methodologies.
• The ability to articulate complex technical value (e.g., Synthetic Monitoring, Multi-Cloud Observability) in terms of business ROI for executive stakeholders.
• Proficiency in using data to identify trends, predict churn, and demonstrate the quantifiable impact of Kentik on a customer's bottom line.
• Willingness to travel globally (up to 30%) to build in-person relationships and support strategic QBRs.

What We Offer

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

The overall targeted earnings (OTE) for this position is $200,000 - $230,000. The OTE reflects the low and high end of the U.S. range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors, including but not limited to: Experience with the skill sets required for success, Demonstrated competencies and potential, A geographic market-based approach.

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.

Diversity & Inclusion

The true meaning of Kentik is visibility. We’re committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik.

We don’t look for individuals who fit the culture, but those who will continue to add to the culture.

We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Kentik is committed to creating an inclusive interview process. If you require a reasonable accommodation during the application or interview process, please reach out to recruiting@kentik.com.

Come as you are!

You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you’ll take on, we’re sure you’ll enjoy joining the Kentik team.

Key skills/competency

• Customer Success Management
• Service Provider Industry
• SaaS
• Networking
• Team Leadership
• Revenue Retention
• Executive Relationship Management
• Cross-functional Collaboration
• Talent Acquisition
• Data-driven Decision Making