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Customer Success Director
hace 2 meses
We are seeking an experienced Customer Success Director to lead our global customer success function at Walters People. As a key member of our team, you will be responsible for developing and implementing a comprehensive customer success strategy aligned with our overall business objectives.
Key Responsibilities- Analyze customer health data, trends, and feedback to identify opportunities for process improvements and new initiatives.
- Elevate the onboarding process experience, creating a better framing of how our value proposition can support new customers, and reach their goals through their partnership with us.
- Support our customers through development and growth of key relationships, driving adoption and customer satisfaction, influencing expansion and renewals.
- Lead and upskill a stellar Account Management and Onboarding team of 30 people, establishing clear goals and performance metrics to measure the team's success and drive high-performance.
- Cross-functional team collaboration (Product, Marketing, Data) as well as alignment with other teams within the B2B organization (Sales, RevOps, Enablement).
- Bachelor's degree in business, marketing, or related field.
- Extensive experience in customer success or account management, with a proven track record of developing and executing successful strategies to drive revenue and business growth, evidenced by increased retention and upsell rates.
- Experience leading, managing, and growing high-performing CS or AM teams.
- Background in a SaaS or similar B2B business, at an early growth stage or scale-up phase.
- Experience in the ed-tech or the online learning industry is a plus.
- An open, collaborative, dynamic and diverse culture.
- A generous monthly allowance for lessons on learning and development, as well as time off for self-development.
- A competitive financial package with equity, leave allowance and health insurance.
- Not in Barcelona? We offer an attractive relocation package to join us in our Walters People Barcelona Hub.
- Access to free mental health support platforms.
- Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health.
