We are looking for a Director of Customer Success to lead a global team delivering world-class business and technical account management. This senior leadership role will oversee Professional Services Managers and Individual Contributors, driving customer retention, product adoption, and long-term client relationships.
What You'll Do
- Act as a senior leader within a matrixed Customer Success organization, collaborating with Professional Services, Technical Support, Sales, and other customer-facing teams.
- Partner with regional and operational leaders to effectively lead global and remote teams.
- Develop and execute customer retention and renewal strategies to meet or exceed targets.
- Collaborate with Sales leadership to improve product adoption and penetration within existing customer portfolios.
- Drive continuous improvement in customer experience, support, and service delivery
- Provide leadership input on partner enablement, implementation performance, and operational effectiveness
- Identify and implement new roles, processes, tools, and KPIs aligned with business growth and maturity
- Support customers in maximizing value from existing products and solutions.
- Oversee account assignments to Technical Account Managers and Technical Success Advisors.
- Maintain awareness of competitive solutions to guide opportunity development and strategic positioning.
- Coach leaders and team members to proactively identify customer needs and address objections through solution-based approaches.
- Track and measure performance through retention metrics, customer satisfaction, and references.
- Conduct regular one-on-one meetings, coaching sessions, and performance reviews
- Lead recruitment, hiring, and workforce planning in collaboration with senior stakeholders
- Serve as an on-call leader, available as needed to support critical customer situation
What We're Looking For
- 12+ years of experience in customer service, contact centers, or B2B technology.
- 5+ years of management experience building and leading high-performing teams.
- Strong background in leading remote teams and global operations.
- Confident public presence with experience in enablement, training, or speaking.
- Analytical, inquisitive, and service-oriented mindset.
- Bachelor's degree required; MBA preferred.
Financial Responsibility includes, but not limited to:
- Own financial responsibility for assigned segments, including staffing, expenses, and budget management
- Ensure accurate billing, invoicing, and adherence to contractual agreements
- Approve credits, adjustments, and expenditures in line with company policies
- Drive quarterly implementation and operational performance goals
Job Details:
- Direct hire with the client
- Hybrid set up (2Xonsite, 3X WFH), US Work hours.
- Regular Employment
