Senior Director, Customer Success
New
USFull-TimeDirector
Salary185,000 - 250,000 USD per year total compensation
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Job Details
- Experience
- 8+ years of experience
- Required Skills
- Cross-functional Team LeadershipAnalytical SkillsChange ManagementCustomer Success
Requirements
- 8+ years of experience in Customer Success, Partnerships, or Channel Management roles
- Strong background in B2B2C environments, digital marketplaces, HR tech, benefits platforms, or similar ecosystems
- Proven ability to grow and expand enterprise partnerships beyond initial scope
- Experience managing teams while remaining actively involved in strategic client relationships
- Strong analytical skills with the ability to translate engagement and performance data into business insights and ROI storytelling
- Deep understanding of digital marketplace dynamics, including user experience, monetization, and engagement models
- Excellent cross-functional leadership skills with the ability to influence product, marketing, and sales stakeholders
- Strong executive presence and communication skills, with experience engaging senior-level partners
- Ability to operate effectively in fast-paced, high-growth environments
Responsibilities
- Define and lead the Customer Success strategy for enterprise demand partners, ensuring effective deployment and adoption of marketplace solutions
- Oversee a team responsible for driving partner success, engagement, and long-term growth across private marketplace ecosystems
- Develop strategies to expand existing partnerships by increasing adoption across broader audiences and organizational tiers
- Serve as the primary connector between Product, Marketing, Sales, and Partner Success teams to ensure aligned execution and value delivery
- Build and standardize Customer Success playbooks, including onboarding frameworks, engagement models, and value expansion strategies
- Analyze audience engagement and performance data to identify growth opportunities and communicate clear ROI narratives to stakeholders
- Ensure private marketplace experiences are optimized for user engagement, conversion, and satisfaction within partner environments
- Lead initiatives that strengthen partner ecosystems and improve overall marketplace performance and scalability
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