Customer Success Director

Description

Customer Success Manager

Position Overview

The Customer Success Managerserves as a subject matter expert (SME) in client data analysis, customer education, and success enablement. This role combines strategic insight, analytical acumen, and leadership to elevate the performance of the Customer Success Specialist team and enhance client engagement and satisfaction across our portfolio. You’ll collaborate with Sales, Product, and Marketing to ensure our solutions stay at the forefront of industry needs, while also playing a key role in the development of our AI automation initiatives.You will also be expected to structure and maintain our education and training program and materials.

Key Responsibilities

• Act as the subject matter expert in analyzing client data and translating insights into actionable strategies that drive measurable business outcomes.
• Regularly synthesize analytics into clear, impactful recommendations for both internal teams and clients.
• Partner with cross-functional leaders to identify trends, opportunities, and success drivers within client portfolios.
•  Mentor and coach the entire Customer Success Specialist team to strengthen their ability to support, train, and educate customers effectively.
• Cultivate an environment centered on excellence in customer service and proactive engagement.
• Develop and implement an industry-leading onboarding and training program, ensuring customers achieve value and confidence from day one.
•  Serve as a resource to the Sales team, contributing strategic insights and participating in pitches for high-value clients and prospects.
• Collaborate closely with Marketing and Product teams to align customer insights with roadmap priorities, messaging, and market positioning.
• Act as a prompt technologist and subject matter contributor in the development and refinement of our AI automation layer, helping to shape tools that improve scalability and client experience.
•  Stay informed on current and emerging industry trends, technologies, and sentiment, adapting customer education and engagement strategies accordingly.
• Represent the organization in public speaking engagements, webinars, and client-facing events as a thought leader and trusted advisor.

Qualifications

• Bachelor’s degree in Business, Marketing, Analytics, or related field (Master’s preferred).
• 5+ (2+ in multi-family) years of experience in Customer Success, Client Strategy, or Customer Enablement, with demonstrated success leading teams and programs.
• Strong analytical and storytelling skills—ability to translate data into actionable insights for diverse audiences.
• Proven experience collaborating across Sales, Product, and Marketing functions.
• Exceptional presentation, communication, and public speaking skills.
• Passionate about innovation, customer engagement, and continuous learning.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to be in the low $100ks + VC. We encourage all interested candidates to apply.
 
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
 
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
 
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
 
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra