Director of Customer Success - Remote

Overview

We’re looking for a Director of Customer Success who will roll up their sleeves and support our team from inside the trenches. As the leader and a key member of our Customer Success team, you will help craft the company's customer success strategies to build relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences.

In Short

• Collaborate with the CSM team and Delivery team to maintain and evolve customer success strategies.
• Own CSM account assignment process and expectations for CSMs across onboarding and driving adoption.
• Maintain our Account Segmentation strategy for proper ratios of CSM to Client.
• Coach your team to enhance overall relationships with assigned clients.
• Develop and nurture a trusted strategic advisor relationship with clients.
• Contribute to the planning and development of customer communication strategies.
• Demonstrate excellent communication skills to engage with senior-level management.
• Proactively manage and maintain customer success metrics and data.
• Evaluate the customer journey and identify key touchpoints.
• Prepare and analyze NPS surveys for actionable insights.

Requirements

• Exceptional written and spoken English (Proficient).
• Minimum of 3 years in people leadership roles within Customer Success.
• Comfortable working across multiple departments in a deadline-driven environment.
• Excellent communication and strategic planning skills.
• Strong organizational and project management skills.
• Ability to handle confidential information.
• Analytical and process-oriented mindset.
• Ability to work swiftly with a high sense of urgency.
• Self-starter, quick learner, and highly organized.
• Flexible, patient, persistent, and team spirit attitude.

Benefits

• 100% Remote work.
• Competitive USD salary.
• High-Speed Internet expenses allowance.
• Generous Paid time-off.
• Additional 17 Flex Days.
• Professional Growth Benefits in our E-Learning Platform.
• People Team Partner for customized action plans.
• Buddy Program.
• Virtual After-Office Activities.
• Diverse Culture & Inclusive environment.