Director, Customer Success

Posted 13 days agoViewed

💎 Seniority level: Director

📍 Location: Canada

🔍 Industry: Interior décor industry

🏢 Company: Leap Tools👥 101-250 Internet Augmented Reality Information Technology Data Visualization

🪄 Skills: LeadershipPeople ManagementCross-functional Team LeadershipProduct DevelopmentStrategic ManagementCommunication SkillsCustomer serviceMentoringCoachingInterpersonal skillsExcellent communication skillsProblem-solving skillsAccount ManagementNegotiation skillsReportingClient relationship managementRelationship managementSales experienceTeam managementStakeholder managementProcess improvementCustomer supportCustomer SuccessSaaS

Requirements:

Experience leading a high performing customer success team at a high-growth B2B tech company
Experience scaling customer success teams and processes in a rapidly growing SaaS organization
Ability to think both big-picture strategy and ensure the delivery of concrete tactics
Excellent interpersonal, communication, and leadership skills
Strong business acumen and ability to align customer outcomes with company objectives
Strong problem-solving abilities and the ability to manage complex client relationships
Ability to influence senior stakeholders and cross-functional teams

Responsibilities:

Lead, mentor, and manage a high performing customer success team
Monitor key performance indicators (KPIs) and customer success metrics, drawing meaningful insights to guide the department’s overarching strategy
Focus on delivering an exceptional customer experience, ensuring consistent and high quality interactions at every touch point
Maintain and grow relationships with key accounts, acting as the primary point of contact for escalations and strategic discussions
Collaborate with key stakeholders in sales and marketing to coordinate efforts that drive revenue growth
Drive continuous improvement and optimization of customer success processes, including onboarding, account reviews, and ongoing account management
Foster a customer-first culture within the team, providing guidance, coaching, and support as needed
Work with product teams to relay customer feedback and advocate for product improvements

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🔥 Director, Customer Success - Americas (Remote)

Posted about 1 month ago

📍 North America, LATAM

🔍 Customer Success

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

🔧 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)

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

Posted about 1 month ago

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