Director, Customer Success, Account Management

divDirect/Manage/Supervise a group of customer success managers who act as consultative partners with clients post-sale to ensure that customers derive value from their purchased products or services. Proactively engage with customers, provide guidance on product/service usage, identify opportunities for improvement, and work to prevent issues that could impact the customer's success. Help customers achieve their goals throughout the entire customer journey and aim to drive long-term customer success./divdivWork closely with the sales department to set a professionally directed strategy for customer development, retention, and expansion. Collaborate with technology, marketing, sales, professional services, training, and support groups to ensure clients are as successful as possible in the use of products and/or services. Maintain a deep knowledge of client industry, product, and role in the market./divdivbKey Responsibilities:/b/divdivbCustomer Success Strategy:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Develop and execute a scalable customer success strategy aligned with company goals./lili style=""Define customer success metrics (e.g., Net Promoter Score, retention rate, upsell revenue)./lili style=""Continuously evaluate and refine processes to improve the customer experience./li/ul/oldivbTeam Leadership:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Recruit, train, and mentor the Customer Success team./lili style=""Set performance goals and provide regular feedback and development opportunities./lili style=""Foster a collaborative and customer-focused team culture./li/ul/oldivbCustomer Relationships:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Build and maintain strong relationships with key customers./lili style=""Act as an escalation point for high-priority customer issues, ensuring timely resolution./lili style=""Regularly gather customer feedback to inform product or service improvements./li/ul/oldivbRevenue and Growth:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Collaborate with Sales and Marketing to identify expansion and upsell opportunities./lili style=""Develop strategies to reduce churn and increase customer lifetime value./lili style=""Partner with Product teams to ensure customer needs are prioritized in product development./lili style=""/li/ul/oldivbCross-Functional Collaboration:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Work with Sales, Product, and Support teams to ensure seamless customer onboarding and support./lili style=""Align customer success initiatives with overall business objectives./lili style=""Represent the customer voice in strategic discussions./li/ul/oldivbData-Driven Decision Making:/b/divol style="margin-top: 0.0in;"ul style="margin-top: 0.0in;"li style=""Analyze customer data to identify trends, risks, and opportunities./lili style=""Create reports and dashboards to communicate customer success insights to leadership./lili style=""Use insights to improve processes, products, and services./li/ul/oldivbQualifications:/b/divul style="margin-top: 0.0in;"li style=""bExperience:/b/liul style="margin-top: 0.0in;"li style=""7+ years in Customer Success, Account Management, or a similar role, with at least 3 years in a leadership position./lili style=""Proven track record of improving customer satisfaction, retention, and revenue growth./lili style=""Experience working in SaaS, technology, or a similar industry is preferred./lili style=""Background in roles such as Account Manager, Delivery Manager, Customer Care, Product Management/li/ulli style=""bSkills:/b/liul style="margin-top: 0.0in;"li style=""Strong leadership and team management skills./lili style=""Excellent communication, negotiation, and interpersonal abilities./lili style=""Analytical mindset with experience using CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight)./li/ulli style=""bEducation:/b/liul style="margin-top: 0.0in;"li style=""Bachelor’s degree in business, hospitality management, or related field, or equivalent work experience./li/ul/ul