Customer Success Director

Cotality

6d

About The Position

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: The Customer Success Director serves as the strategic "quarterback" and trusted advisor for Cotality's most valuable insurance claims carrier clients. This highly action-oriented role ensures clients achieve measurable outcomes by maximizing solution value. This individual contributor role is central to client retention and revenue growth, achieved by ensuring maximum adoption and utilization of Cotality's claims software products. The core purpose of this position is to lead the client relationship, articulate the value and measurable return on investment (ROI) derived from our solutions, and proactively overcome workflow barriers to drive product success.

Requirements

• Minimum of 10 years of prior relevant industry experience required.
• Demonstrated ability to manage complexity, including running multiple, simultaneous projects and handling ambiguous requests with a structured approach.
• Proven record of being action-oriented, taking ownership, and driving tasks to completion with minimal supervision.
• Superior excellent customer service skills and a commitment to advocating for the client's perspective.
• Expert ability to balance multiple internal and external stakeholders, build productive relationships, achieving alignment.
• Ability to effectively communicate (written and verbal) with all levels of staff, up to Senior Leadership positions.
• Ability to make independent decisions and recommend operational workflow improvements.
• Ability to quickly learn and simultaneously manage knowledge of multiple complex technology products.
• Ability to travel up to 25% of the time, based on business needs and client locations.

Responsibilities

• Serve as the primary client point of contact, building and maintaining highly productive relationships with key client stakeholders.
• Maintain detailed account plans, including key objectives/solutions, org charts, relationship mapping, and documented success metrics, and perform regular account audits to ensure data accuracy and compliance.
• Advocate on the client's behalf during internal product prioritization calls, translating client needs and opportunities into actionable feature requests and development priorities.
• Enhance cross-functional collaboration by serving as the central point of contact internally and coordinating resources across sales, product, engineering and administrative teams.
• Lead and facilitate recurring client meetings to ensure operational alignment and host strategic business review meetings to assess progress and define future objectives.
• Strengthen account health and retention by proactively monitoring engagement, identifying risk signals, and orchestrating interventions for long-term satisfaction.
• Deliver proactive, transparent communication and insights to clients by simplifying complex data into clear summaries of account status and value delivered.
• Lead/Coordinate all client implementations, pilots, user acceptance testing, production roll-outs, and required training sessions.

Benefits

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed