Director, Global Customer Success Service Provider

Who we are

• 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. Global Retention Strategy: Develop and execute a comprehensive success strategy to drive Gross and Net Revenue Retention (GRR/NRR) across the global Service Provider portfolio. Team Leadership & Culture: 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. Executive Relationship Management: 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. Value Realization at Scale: 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. Proactive Risk Mitigation: Manage customer expectations and orchestrate cross-functional resources (Engineering, Product, Sales) to resolve complex escalations with speed and transparency. Strategic Growth & Expansion: Partner with the Sales organization to identify and cultivate expansion opportunities, leveraging "Market Intelligence" to grow the Kentik footprint within existing accounts. Voice of the Service Provider: Act as a critical stakeholder for the Product team, translating the unique needs of backbone operators into actionable roadmap requirements. Global Operations: Work with the VP of Global Customer Success to define optimal team structures and resource allocation to support a 24/7 global customer base. Talent Acquisition: 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. Customer Advocacy: 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! Experience: 5+ years in a senior-level client-facing leadership role (Customer Success Account Management or Professional Services) within SaaS or Networking industry. Domain Expertise: An understanding of the Service Provider landscape. Leadership Track Record: Proven experience managing/scaling global remote-first teams; leader of leaders who inspires/mentors. Additional Information: Commitment to diversity & inclusion; encourages applications from underrepresented groups including people of color LGBTQI+ women etc.