Director of Customer Success

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. You will collaborate with the CSM team and Delivery team to maintain and evolve customer success strategies, incorporating best practices and creating customer support content that effectively addresses customer needs and enhances their overall experience. You will own CSM account assignment process and expectations for CSMs across on-boarding, driving adoption, proving ROI to customers and flagging when a customer could be ready for an upsell to Sales. Coach your team to enhance overall relationships with assigned clients, taking ownership of their success by efficiently managing onboarding, implementation, training, driving adoption, ensuring retention, and consistently achieving high levels of customer satisfaction. Develop and nurture a trusted strategic advisor relationship with clients, actively driving ongoing value and maximizing the benefits they derive from our products and services. Prepare and analyze NPS surveys, meticulously identifying areas for improvement, and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty.