Senior Director, Customer Success

Senior Director, Customer Success Job Description Template

Our company is looking for a Senior Director, Customer Success to join our team.

Responsibilities:

  • Provide executive oversight for the CSM team;
  • Align your team to partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully;
  • Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed;
  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention;
  • Work closely with Marketing to identify successful customers and turn them into advocates;
  • Recruit and hire top tier CSM professionals to join the growing organization;
  • Develop collateral and conduct periodic account reviews with client executive teams;
  • Lead, motivate and develop team of CSMs who drive business value with customers.

Requirements:

  • Proven leadership skills to grow and develop a team;
  • An analytical and metrics-driven work style;
  • Creative, resourceful, detail-oriented, and highly organized;
  • Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives;
  • Excellent communication and presentation skills;
  • Proven customer management skills with large and complex accounts;
  • 5+ years of Customer Success Management/Leadership working with enterprise customers;
  • Accountability for driving revenue through customer expansion;
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment;
  • Passion for driving business value to customers through software development and new technology.