Senior Director, Customer Success

Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities. Develop and implement customer success strategies to enhance client satisfaction, retention, and growth. Drive the adoption and utilization of SOCi’s platform across the customer base. Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives. Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas. Act as a senior escalation point for customer issues, ensuring timely and effective resolution. Develop and maintain strong relationships with key customers, acting as a trusted advisor. Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team. Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements. Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes.