Sr Director, Customer Success

Leadership and Team Management:

• Lead the Customer Success team, providing mentorship, hiring support, and professional development opportunities.
• Define, track, and report KPIs, cost-control measures, and staffing needs to senior leadership.
• Champion best practices and represent the customer voice across the organization to drive continuous improvement.

Client Relations and Support:

• Design and deliver structured onboarding programs, training sessions, and self-service resources to ensure smooth product adoption.
• Serve as the primary liaison for key accounts, resolving inquiries and providing strategic guidance to help customers achieve their goals.
• Build strong relationships through regular check-ins and business reviews, identifying upsell and cross-sell opportunities and partnering with Sales on renewals and expansion.

Data Analysis and Strategy:

• Analyze customer feedback and usage data to recommend operational and product enhancements.
• Strategic thinker with adaptability in a dynamic, evolving environment.
• Analytical mindset with proficiency in data-driven decision-making and reporting.