Customer Success Director
About The Position
This position is based in our Newton, MA, Washington DC, or New York City office. We are seeking a strategic and experienced Customer Success Director (CSD) to lead customer success initiatives across our Portfolio accounts. This senior-level role is focused on driving long-term customer value, retention, and growth through strategic planning, executive engagement, and cross-functional collaboration. The CSD will serve as a trusted advisor to key stakeholders, aligning customer success efforts with broader business goals and ensuring the delivery of measurable outcomes. This role will also mentor Customer Success Managers and partner closely with Sales leadership to drive customer advocacy and expansion.
Requirements
- 7+ years of experience in customer success, account management, or strategic leadership roles, preferably within Portfolio accounts.
- Proven track record of driving customer retention, satisfaction, and expansion.
- Strong leadership and people management skills.
- Exceptional communication skills and executive presence.
- Ability to analyze complex data and translate insights into strategic actions.
- Expertise in customer success methodologies and tools such as Gainsight and Salesforce.
Nice To Haves
- Experience working in a POD-style selling environment is a plus.
Responsibilities
- Develop and execute strategic account plans in collaboration with Account Directors and Account Managers.
- Own executive-level relationships with Portfolio accounts, acting as a strategic partner to senior stakeholders.
- Provide leadership and mentorship to Customer Success Managers supporting Portfolio accounts.
- Drive customer advocacy and identify opportunities for expansion and upsell.
- Lead strategic business reviews and communicate value delivery to Portfolio customers.
- Monitor customer satisfaction and retention metrics, identifying trends and areas for improvement.
- Act as an escalation point for critical customer issues, ensuring resolution and long-term satisfaction.
- Collaborate with Product, Support, and Sales teams to advocate for customer needs and drive improvements.
- Contribute to the continuous improvement of the Customer Success function through process enhancements and best practices.
Benefits
- Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
- Broader impact: take up to four days per year to volunteer, with charity match funding available too
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
- Time out: open PTO policy, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
- Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
- Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
- Recognition for great work, with global awards and kudos programs
- As an international company, the chance to collaborate with teams around the world
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
