Client Success Director, West

New

Remote - United StatesFull-TimeDirector

Salary not disclosed

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Job Details

Languages: Where applicable, fluency in English and languages relevant to the working market.
Experience: Minimum of ten years of experience working with large global enterprise clients in customer success, enterprise client success, strategic account management, value realisation, retention strategy or comparable senior post-sales customer-facing roles.
Required Skills: Customer Success

Have at least 10 years of experience working with large global enterprise clients in customer success, strategic account management, value realisation, retention strategy or comparable senior post-sales roles.
Bring customer success or account servicing experience with complex enterprise solutions, preferably in data, analytics, technology or highly integrated business solutions.
Demonstrate a track record of retention results through Client Success engagements, renewal readiness, value planning and risk mitigation.
Build and maintain trusted relationships with Global and Enterprise Clients, including CIOs, CTOs, CDOs, CFOs and other senior stakeholders.
Have strong service management, Strategic Account Planning, value planning, ROI, external service review, customer maturity and T-Minus Retention Planning capability.
Identify risks to customer outcomes and work with account teams and specialists to develop risk mitigation or get-well plans.
Bring specialist industry knowledge relevant to the assigned Client base and advise on industry dynamics, peer practices and use of D&B solutions.
Understand AI-enabled business solutions, adoption, automation opportunities and customer maturity from a business-value perspective.
Work independently and execute plans in a complex matrix environment.
Be willing and able to travel up to 25% as required.
Where applicable, have fluency in English and languages relevant to the working market.

Own the full lifecycle of Client success for strategic and complex Global and Enterprise Clients, driving adoption, value realisation, satisfaction and long-term customer value.
Advise senior and executive customer stakeholders and lead customer maturity and transformation discussions.
Create and maintain strategic value plans linking D&B solutions to customer goals, measurable outcomes, ROI and adoption priorities.
Guide T-Minus Retention Planning with Sales using customer value, health, maturity, risk and renewal-readiness insight.
Lead external service reviews to assess adoption, initiatives, customer sentiment and value realisation, and agree next actions.
Identify risks to customer outcomes and coordinate risk mitigation or get-well plans with account teams and specialists.
Share Voice of the Client insights, customer maturity signals, risks and product feedback with internal leadership and functional teams.
Coordinate internal stakeholders across Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Marketing, Legal and Customer Success.
Maintain accurate CRM and internal-tool information for account planning, customer health, value plans, retention planning and reporting.

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