Director, Customer Success Management (Strategic Media & Telecommunications) - Remote

Overview

The Director of Customer Success Management will lead a team focused on enhancing customer relationships and success strategies, particularly for high-tech enterprise customers, while fostering growth and excellence in the team.

In Short

• Lead a team of 8+ Customer Success Managers (CSMs).
• Address and resolve customer issues in collaboration with frontline managers.
• Execute strategies for Signature Success Plan renewals.
• Collaborate with peers and selling partners on capacity planning.
• Align customer allocations with Signature coverage.
• Partner with recruiting teams for talent acquisition events.
• Ensure team proficiency in New Product and Service Introductions.
• Monitor key performance indicators including Customer Success Score.
• Stay informed on market trends and communicate insights.
• Oversee delivery metrics for consistent progress and results.

Requirements

• 4+ years in leadership roles with customer success experience.
• Strong critical thinking and data analysis skills.
• Excellent communication skills across teams and levels.
• Proven track record in talent management.
• Familiarity with Salesforce's product offerings.
• Experience working with Enterprise-level customers.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Mental health support and paid parental leave.
• 401(k) and employee stock purchasing program.
• Time off programs and life insurance.