Director, Customer Success

Leads a team of Client Service Partners focused on client retention and relationship management. Develops and executes strategic plans to drive renewals, growth, and profitability within assigned region. Oversees client engagement efforts, ensuring alignment with business needs and service standards. Manages performance, fosters collaboration, and promotes a client-first culture. Responsible for hiring, coaching, and mentoring sales and service staff, while maintaining strong internal and external partnerships to support long-term business success.

What you will do :

• In assigned region, manages and directs a team of client service partners and sales service professionals in multiple districts to achieve business retention, renewal, and profit goals.
• Manages retention associated with defined region and market channel.
• Creates and executes growth and retention strategy for region, ensuring a sales and service process rigor.
• Develops relationships with key stakeholders and prospective and current clients, gains insights into the business and their needs.
• Drives collaboration within team, ensuring they work together to achieve success.
• Drives a clients first mentality within the organization.
• Hires, coaches, develops and mentors a strong team, including spending time in the field with sales and service reps.
• Participates in special projects and performs other duties as assigned.

You need to have :

• Proven experience with full customer lifecycle - strategic selling knowledge, sales methodology, process.
• Ability to write a business plan.
• Business mindset
• Clients-First mindset.
• Strong communication skills.
• Strategic thinking ability.
• Ability to take accountability for driving a successful team.
• Proven ability to inspire and motivate a team of sales professionals.  
• Excellent collaboration and interpersonal skills.
• Ability to nurture and develop sales talent.
• Ability to use INDG’s productivity and technology tools.
• Ability to travel out of town on a frequent basis.

Education and Experience :

• Bachelor’s degree with coursework in business, marketing, sales, related field, or equivalent experience.
• Minimum 7 years of successful accounts management experience, preferably in the legal information/government affairs industry, electronic information industry.
• Minimum 5 years of people leadership experience, preferably in customer success or sales.