Customer Success Director
New
United StatesFull-TimeDirector
Salary128,700 - 226,300 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisSalesforceRelationship managementCustomer SuccessSaaS
Requirements
- 10+ years of experience in technology-related field, including consulting and enterprise account management.
- Bachelor’s degree in technology- or business-related field.
- Successful sales track record within a SaaS organization.
- Proven experience presenting to and building relationships with C-level executives.
- Proficiency with CRM platforms (Salesforce, Gainsight).
- Proficiency with Microsoft Office Suite (PowerPoint, Excel, Word).
- Strong data analysis and executive presentation capabilities.
- Extremely strong customer-facing skills.
- Ability to translate complex technical concepts into business value.
Responsibilities
- Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
- Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
- Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
- Develop and implement strategic plans to prevent downsells and ensure customer retention.
- Proactively identify potential business leads for expansion opportunities.
- Prepare and deliver territory plans to define account strategies and align resources.
- Team with and establish shared accountability with adjacent functions including Onboarding, Professional Services, Renewal Managers, and Sales.
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