Director, Enterprise Customer Success
New
S
SwoogoEvent technology
Remote - United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5 - 7 years of experience in Customer Success, Account Management, Sales, Event Technology, Technology Consulting, or another customer-facing, revenue-carrying enterprise SaaS role, including 5+ years of people leadership with experience managing managers.
- Required Skills
- SalesforceCustomer SuccessHubSpot
Requirements
- Bring 5–7 years of experience in Customer Success, Account Management, Sales, Event Technology, Technology Consulting, or another customer-facing, revenue-carrying enterprise SaaS role.
- Have at least 5 years of people leadership experience, including managing managers.
- Demonstrate a record of improving gross and net revenue retention, expansion, and customer health across large, complex accounts.
- Have experience building consultative Customer Success organizations, value frameworks, playbooks, enablement, and coaching programs.
- Be proficient with AI tools and understand AI's impact on event and marketing teams.
- Show strong commercial judgment in renewal strategy, complex negotiations, multi-year agreements, procurement, and expansion pipeline development.
- Have experience scaling Customer Success teams, including segmentation, coverage models, capacity planning, and operating cadences.
- Have a background in event technology, marketing technology, or an adjacent software category serving marketers.
- Bring expertise in martech and enterprise systems, particularly integrations with Salesforce, Marketo, HubSpot, and Eloqua.
- Communicate, present, and influence effectively with executive and C-level stakeholders.
- Collaborate cross-functionally with Sales, Product, Engineering, Services, Support, and Revenue Operations.
- Demonstrate analytical judgment and operational excellence in forecasting, planning, and using customer data.
Responsibilities
- Set the Enterprise Customer Success vision, strategy, and annual plan with the VP, Customer Success.
- Establish value frameworks, measurable customer outcomes, and event ROI measures for success plans, business reviews, and renewals.
- Build consultative practices through discovery, account profiling, stakeholder mapping, executive storytelling, enablement, and coaching.
- Own gross revenue retention and set renewal strategies for complex enterprise accounts in partnership with Account Management.
- Hire, develop, and hold the Enterprise Customer Success team accountable, while supporting succession planning and career development.
- Partner with customer and sales leadership on renewal and expansion strategy, pricing input, account plans, and strategic opportunities.
- Lead executive escalations and coordinate resolutions across Support, Product, and Services.
- Establish health scoring, KPIs, Executive Business Reviews, renewal forecasts, and risk reporting.
- Bring customer insights to product roadmap decisions and support adoption of new platform capabilities.
- Guide technology and partner strategy, AI usage, cross-functional initiatives, Customer Success tooling, budget, and headcount planning.
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