- The Director of Customer Success, Americas manages and mentors a team of CSMs, focusing on client retention, satisfaction, and revenue growth within Company's market research platforms
The Director drives strategy, analyzes data, resolves escalations, and collaborates cross-functionally to ensure clients achieve goals, leverages data to improve processes and fosters strong advisor relationships for renewals and upsells in a tech-focused, consultative environment
- Team Leadership: Lead, coach, and develop Customer Success Managers (CSMs), setting performance goals and ensuring team effectiveness
- Customer Strategy: Develop and implement strategies to maximize client adoption, satisfaction, and retention using Company's ResTech platforms
- Relationship Management: Build strategic, trusted-advisor relationships with key accounts, acting as an escalation point for complex issues
- Data & Reporting: Analyze customer usage, performance metrics, and trends to provide insights, generate reports, and inform strategy
- Internal Collaboration: Work with Sales, Product, and Support teams to advocate for customer needs and drive product improvements
- Growth & Upsell: Identify opportunities for account growth, renewals, and upsells by understanding client business needs
Process Improvement: Standardize and scale best practices for team operations and client onboarding
