Job Title: Customer Success Director

As the Customer Success Director, you will oversee the success, growth, and account management of your assigned accounts. Acting as a trusted advisor, you will provide recommendations on demand generation strategies, marketing technologies, and reporting. Your role includes managing internal teams of Client Success Managers and Account Executives, ensuring their development and success. You will collaborate closely with the GVP of Client Services and Regional Director to handle billing, invoicing, renewals, and technical or relationship issues.

Key Responsibilities:

• Build and maintain strong relationships to retain and grow existing accounts.
• Develop and own Account Plans to protect revenue and identify growth opportunities.
• Advise clients on best practices for lead management, campaign strategies, database health, and reporting.
• Conduct Quarterly Business Reviews to report on account performance, campaign results, and ROI.
• Lead and assist in the onboarding of new clients.
• Manage and develop team members, focusing on performance, hiring, career development, and proactive projects.
• Design and implement processes, systems, and technology to enhance team functions.
• Work with Production Management and Accounts teams to implement feedback mechanisms for incident and service management.
• Lead or participate in Customer Care initiatives and projects.
• Partner with GVP, Regional Director, and Accounts team to build and grow the company.

Requirements:

• Minimum 8 years of experience in software consulting, sales, account management, or client success in a high-growth technical environment.
• At least 2 years of experience in people management, including managing remote resources.
• Extensive experience in running large-scale engineering transformation programs in mid to large enterprises.
• Proven background in managing remote teams and 24×7 support operations.
• Self-motivated team player with a track record of success in cross-functional collaboration.
• Outcome-driven and metrics-oriented.
• Strong presentation skills and comfortable interacting with C-level executives.
• Natural leader and coach, with innovative ideas about Client Success.
• BS/BA degree or equivalent technical experience; MBA is a significant plus.
• Excellent communication and interpersonal skills.