Director, Customer Success (Central Region)

Strategic Leadership & Value Realization:

• Lead and scale a multi-layered organization, transitioning to proactive value delivery.
• Embed value discovery and adoption sustainment practices across the portfolio.
• Serve as executive escalation point for high-risk accounts.

Executive Relationship Management & Advocacy:

• Build C-suite relationships with customer organizations.
• Champion customer voice in product roadmap decisions.
• Lead complex Executive Business Reviews to showcase ROI.

Retention Strategy & Revenue Growth:

• Own Gross Retention Rate and customer lifetime value metrics.
• Co-architect GTM strategy with Sales leadership.
• Establish tracking of adoption metrics and proactive risk mitigation.

Operational Excellence & Talent Development:

• Design customer engagement models and optimize CRM usage.
• Drive data-backed decision-making and cross-functional collaboration.
• Attract and develop a world-class Customer Success team.