Customer Success Director
New
C
CallMinerCustomer Experience
United States. Waltham, Massachusetts, United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Languages
- Spanish preferred
- Experience
- 5+ years
- Required Skills
- Project ManagementBusiness AnalysisAccount ManagementCustomer Success
Requirements
- 5+ years in customer success, account management or client relations.
- Strategic account management expertise.
- Deep CX automation & integration experience.
- Persona-based engagement across multiple stakeholder levels.
- ROI storytelling ability.
- Renewal strategy leadership.
- Cross-functional project management.
- Business analysis & planning.
- Negotiation & Influence skills.
- Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot).
- Skilled in crafting effective prompts for AI tools.
- Ability to challenge assumptions in customer strategy to ensure focus on value driven ROI.
- Ability to travel up to 30% for customer on-site needs.
Responsibilities
- Manage an ACV portfolio of up to $10M.
- Engage strategic accounts to expand platform coverage and integrations.
- Lead the creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI.
- Engage technical, operational, and executive stakeholders through targeted communication.
- Maintain program-level relationships with customer executives.
- Drive cross-functional collaboration and translate market insights into portfolio strategies.
- Manage renewals and expansion planning.
- Mentor Customer Success Managers to elevate strategic delivery quality.
- Monitor account health and success metrics in Gainsight.
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