Director of Customer Success

About the role

Our partner seeks a Director of Customer Success who willl craft the vision and strategy for our partner’s customer lifecycle, ensuring each customer achieves their desired outcomes and maximizes value in our partner's platform.

Key Responsibilities:

• Lead and mentor the Customer Success team to  navigate through ambiguity and consistently deliver high-quality work, even in challenging situations
• Align strategic objectives with company vision and goals, focusing on driving customer retention, advocacy, and expansion
• Monitor essential CS indicators, delivering regular performance reports to leaders on team performance and customer health
• Collaborate with senior-level executives, global CS leadership, and key stakeholders to align CS initiatives with broader business goals and extend influence across the business
• Leverage data-driven insights and strong analytical skills to evaluate team performance and impact on CS metrics

What you'll bring to the table:

• Senior leadership experience in customer success with a track record of building and scaling high-performing CS teams
• Deep expertise working across customer segments, particularly with Enterprise accounts
• Strong strategic thinking and proficient in CS and sales processes, methodologies, and frameworks
• Strong communication, presentation, and negotiation skills
• Results-oriented mindset focused on driving customer value and revenue growth
• Experience in contract negotiation and revenue forecasting
• In-depth understanding of SaaS business models and customer lifecycle management