Director of Customer Success
New
Individual must be located in the United States.Full-TimeDirector
Salary130,000 - 150,000 USD per year
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Job Details
- Experience
- 3+ years of related experience in Account Management, 2+ Years of organizational leadership experience, 5+ years of experience managing accounts valued at over $500k
- Required Skills
- Business DevelopmentCross-functional Team LeadershipAccount ManagementRelationship management
Requirements
- Bachelor's Degree or equivalent (MBA optional but preferred).
- 3+ years of related experience in Account Management.
- 2+ Years of organizational leadership experience.
- 5+ years of experience managing accounts valued at over $500k.
- Ability to manage and lead during times of change and organizational transformation.
- Understanding of how to work growth businesses in a competitive environment.
- Excellent tactical execution skills.
- Strong sense of process and the ability to innovate on process tools and conventions.
- Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations.
- Strategic mindset: self-directed, organized, analytical, and possess excellent problem-solving skills.
Responsibilities
- Define and execute the vertical CS strategy, segmented by sub-vertical and customer tier.
- Build, scale, and mentor a diverse team of Customer Success Managers and Directors.
- Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications.
- Own the renewal and net retention for customer base.
- Ensure successful onboarding and time-to-value with robust project governance.
- Drive QBR cadence with key stakeholders.
- Drive adoption, maturity, and expansion through structured success plans.
- Partner with Product on voice-of-customer, roadmap validation, and beta programs.
- Align with Sales teams on expansion strategies, whitespace analysis, and commercial alignment.
- Design and operationalize a CS operating model.
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