Responsabilidades

🤓 As a Director of Customer Success the company expects you to perform the following tasks:

Drive customer retention by increasing renewals and reducing churn
Maximize customer lifetime value through product adoption, satisfaction, and health metrics
Enable growth through customer advocacy, referrals, and references
Own and optimize the end-to-end customer journey, defining listening points and standardized interventions
Segment the customer base and define tailored engagement strategies
Establish clear operational metrics, tracking systems, and review cadences
Build, train, and scale a high-performing, world-class Customer Success team
Align cross-functionally with Marketing, R&D, and Finance to ensure customer-centric execution and accurate forecasting
Continuously improve based on data, feedback, and industry best practices
Define and reinforce the company’s Ideal Customer Profile across the organization

Requisitos

✨ You are the person they are looking for if you have....

8+ years experience in leading B2B customer-facing organizations
Proven experience managing managers and teams larger than 20 employees
Ideally combined background of post-sale and sales experience
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Enthusiastic and creative leader with the ability to inspire others
Effective working with multiple teams and management across the organization;
Proven experience leading teams, driving software adoption and leveraging customer success best practices
Proven ability to develop strategies, translate them into initiatives and track successful delivery;
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning;
Able to collaborate across the organization and with external stakeholders and successfully working with senior executives;
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction;
Willing and able to address escalated client issues with speed and urgency;
You share our values, and work in accordance with those values