Customer Success Director
Location
United States
Posted
11 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Customer Success Director
Bill Alexander Ford Lincoln
Role Description We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle. The ideal candidate is a strong leader with a proven track record in customer success, account management, and team development within a remote environment. - Define and execute the overall customer success strategy aligned with company objectives and growth targets. - Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs). - Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processes. - Develop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime value. - Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenue. - Collaborate with sales, product, marketing, and support teams to ensure a seamless customer experience. - Act as an executive sponsor for key accounts, building strong relationships with senior client stakeholders. - Analyze customer data and feedback to identify trends, risks, and growth opportunities. - Drive customer advocacy initiatives, including testimonials, case studies, and referrals. - Lead escalation management and ensure timely resolution of critical customer issues. Qualifications - Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred. - 8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role. - Proven experience managing and scaling customer success teams in a SaaS, technology, or service-based environment. - Strong understanding of customer lifecycle management and retention strategies. - Excellent leadership, coaching, and team development skills. - Exceptional communication, negotiation, and relationship management abilities. - Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot). - Data-driven mindset with strong analytical and problem-solving skills. - Ability to operate effectively in a remote, fast-paced, and cross-functional environment. Benefits - Flexible remote work environment - Competitive hourly compensation - Performance-based incentives and bonuses - Leadership development and career advancement opportunities - Collaborative and innovative company culture
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