Director of Customer Success - Americas - Remote

Overview

The Director of Customer Success, Americas will lead the strategy, operations, and team of Customer Success Managers focused on driving customer value, retention, and expansion while building relationships to ensure continued growth.

In Short

• Lead a team of Customer Success Managers.
• Deliver value to Emplifi’s customer base in North America and LATAM.
• Mentor and coach CSMs on portfolio strategy and planning.
• Conduct weekly 1:1s to monitor team performance.
• Act as the first escalation point for team queries.
• Drive collaboration across sales, product, and marketing.
• Own renewal forecasting for Customer Success Leadership.
• Use CRM tools to maintain client records.
• Assist with recruiting new CSM positions as needed.
• Fluency in Spanish is required.

Requirements

• 2-5 years of experience in customer success leadership.
• Bachelor's degree in Business, Marketing, or related field.
• Proficiency with CRM tools like Salesforce and Gainsight.
• Excellent verbal and written communication skills.
• Solid understanding of business strategy and industry products.
• Proactive and motivated in a fast-paced environment.
• Experience in driving retention rates and renewal forecasts.

Benefits

• Fast-paced international work environment.
• Opportunity to work with leading brands.
• Agile culture with high trust and flexibility.
• Professional growth and development opportunities.
• Comprehensive benefits package including medical and dental.
• Flexible working hours and unlimited PTO.
• Paid maternity and paternity leave.
• 401K and educational reimbursement opportunities.
• Employee Assistance Program and community service days.
• Access to courses via Emplifi Academy.