Director, Customer Success - Americas (Remote)

Posted 11 days agoViewed

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💎 Seniority level: Director, 2-5 years

📍 Location: North America, LATAM

🔍 Industry: Customer Success

🏢 Company: Emplifi👥 501-1000💰 Private about 3 years agoCRM Social Media Marketing E-Commerce Software Social Shopping

🗣️ Languages: English, Spanish

⏳ Experience: 2-5 years

🪄 Skills: LeadershipPeople ManagementSalesforceCross-functional Team LeadershipStrategic ManagementCommunication SkillsCustomer serviceMentoringNegotiationWritten communicationCoachingRelationship buildingProblem-solving skillsAccount ManagementVerbal communicationClient relationship managementTeam managementStakeholder managementCRMFinancial analysisCustomer SuccessEnglish communication

Requirements:

2-5 years of experience leading world-class customer success teams
Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
Must be fluent in Spanish
Solid understanding of general business strategy, industry products, and services
MarTech experience, with proven knowledge of paid media, content, and platform expertise

Responsibilities:

Responsible for a team of Customer Success Manager, responsible for delivering value to Emplifi’s customer base in North America and LATAM regions
Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
Conduct bi-annual performance reviews and support CSMs on personal development goals
Act as the first escalation point for any queries (internal and customer) arising from the team
Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
Own renewal forecasting for CS Leadership
Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)

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