The Director of Customer Success is a strategic, people-focused leader responsible for developing and coaching a high-performing team of Account Managers while driving client retention, growth, and long-term success. This role combines leadership, customer success, consultative sales, and data-driven decision-making to deliver measurable business outcomes. The Director serves as a trusted advisor to clients, collaborates across departments, and helps shape business strategy through client insights, operational excellence, and a culture of continuous improvement.
Major Responsibilities:Team Leadership & Coaching
- Lead, coach, and mentor a team of Account Managers to deliver exceptional client service and results.
- Ideally with Leadership experience
- Foster a high-performance, feedback-driven culture focused on professional growth and accountability.
- Establish performance expectations, conduct regular one-on-ones, and support career development through structured coaching plans.
- Promote continuous learning through training, shadowing, and knowledge-sharing initiatives.
- Encourage innovation, ownership, and leadership at all levels of the team.
Client Growth & Sales Strategy
- Drive client renewals, upsell opportunities, and cross-sell initiatives through consultative engagement.
- Partner with Sales to identify expansion opportunities and develop client growth strategies.
- Coach Account Managers to proactively uncover client challenges and position solutions that deliver value.
- Strengthen the team's sales capabilities, including value articulation, opportunity qualification, and objection handling.
Customer Success & Retention
- Define and monitor key performance indicators (KPIs), including retention, NPS, product adoption, and service utilization.
- Develop scalable processes that support onboarding, adoption, engagement, and long-term customer success.
- Adapt service strategies to meet evolving client needs across different lifecycle stages.
- Identify risks and opportunities early and implement strategies to improve client outcomes.
Strategic Insight & Decision-Making
- Leverage data and analytics to guide account strategy, team performance, and resource planning.
- Build and maintain dashboards and reporting frameworks to increase visibility into client health.
- Collaborate with leadership to align customer success initiatives with broader business objectives.
- Provide strategic recommendations based on client feedback, market trends, and performance data.
Product & Innovation Collaboration
- Maintain deep knowledge of client use cases and business challenges.
- Translate client insights into actionable recommendations for Product and R&D teams.
- Identify emerging market trends and unmet customer needs to influence product direction.
- Foster a culture of innovation, experimentation, and solution-oriented thinking.
Education and Experience:- 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility.
- Candidates with SAS or DAS experience are highly preferred.
- Proven success leading and developing high-performing client-facing teams.
- Demonstrated experience in consultative sales, account growth, renewals, upselling, cross-selling, or revenue ownership.
- Strong strategic planning, analytical, and problem-solving skills with the ability to use data to drive decisions.
- Experience implementing scalable customer success or client service processes.
- Excellent communication, presentation, stakeholder management, and relationship-building skills.
- Highly organized, adaptable, proactive, and results-oriented with a continuous improvement mindset.
