As the Director of Customer Success in the Midwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.
Responsibilities:
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Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers in one of our largest regions
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Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
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Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
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Customer Success: Ensure high NPS, product adoption, use case alignment
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Thought Leadership: Become an expert in digital experience analytics & change management
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Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
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Strategic Relationships: Develop executive relationships, support business reviews & value alignment.
Skills & Experience:
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Experience: 10+ years in a consultative customer-facing role in software or consulting; 5+ years in first-line management.
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Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
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Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
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Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
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Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.
How You & Your Team Will Be Measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
