Customer Success Director AMERS

New

Skills

Account Management B2B SaaS Continuous Improvement Strategies CRM Systems Cross-Department Collaboration Customer Success Management Data Analysis and Reporting Performance Metrics Monitoring Renewal Forecasting Risk Management Frameworks

We are seeking a highly skilled Director of Customer Success for the AMERS region to lead and mentor our North America Customer Success team. In this role, you will drive performance, establish frameworks for risk management, and collaborate with various departments to ensure our customers achieve their desired outcomes.

Key Responsibilities
  • Lead and mentor the North America Customer Success team to drive performance.
  • Conduct regular business reviews and tailor customer engagement strategies based on touch level.
  • Establish a risk management framework with multi-quarter renewal planning.
  • Coach the Customer Success team to act as revenue stewards and facilitate renewal expansion discussions.
  • Collaborate with Sales, Customer Success leadership, Professional Services, Support, and Marketing to drive growth.
  • Monitor Customer Success metrics such as renewal rate, growth, health, and sentiment to proactively address issues.
Required Skills & Qualifications
  • 8+ years of experience in Customer Success or Account Management.
  • 3+ years of experience in people management.
  • Deep knowledge of CRM systems and B2B SaaS.
  • Proven track record with renewal forecast ownership exceeding $13M and growth over $2.5M ARR.
  • Experience in driving continuous improvement and advocating for product changes.
  • Ability to monitor health metrics and usage to identify trends.
  • Experience in creating Customer Success metrics reports and dashboards.
  • Excellent communication and interpersonal skills.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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