Customer Success Director
hace 2 semanas
We are seeking an experienced Director of Customer Success to lead our growing team of Customer Success Managers and Customer Support Specialists. As a key member of our Commercial team, you will report directly to the Chief Commercial Officer and be responsible for delivering an exceptional customer experience that drives revenue retention and growth.
Key Responsibilities:- Lead a team of Customer Success Managers and Customer Support Specialists, providing coaching, development, and oversight to ensure excellent customer outcomes.
- Contribute to business growth by ensuring clients achieve their goals with our software solutions, use them actively, and renew their contracts.
- Identify potential growth opportunities in our customer base through structured account planning and manage a small portfolio of key accounts.
- Develop and embed best Customer Success practices, partnering with our Middle Office Operations team to deliver exceptional customer service.
- Report on and take action on relevant commercial KPIs, improving data collection and analysis to inform data-driven decisions.
- 3+ years of experience in managing a similar-sized team of customer success managers in a SaaS environment.
- 3+ years of experience in managing a support team.
- Excellent English language skills, with proficiency in another European language (Spanish or French) a strong plus.
- Public speaking skills and ability to form strong working relationships across departments.
- Excellent critical thinking, analytical skills, and attention to detail.
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Director of Customer Success
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