Client Success Director – West

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the entire lifecycle of client success for our most significant and intricate Global and Enterprise Clients.

• Serve as a trusted advisor to senior and executive stakeholders within customer organizations.

• Facilitate discussions on customer maturity and transformation initiatives.

• Lead strategic T-Minus Retention Planning efforts in collaboration with Sales.

• Convert insights related to customer health, maturity, risk, and growth into actionable strategies at the senior management level.

• Oversee the execution of the strategic Client Success playbook.

• Develop and maintain strategic value plans that align D&B solutions with customer objectives, measurable outcomes, ROI, and priorities for adoption.

• Conduct external service reviews with senior customer stakeholders.

• Recognize client risks and formulate risk mitigation or recovery plans.

• Cultivate specialized industry knowledge and provide insights on industry trends, best practices, and effective utilization of D&B solutions.

• Assist clients in comprehending AI-enabled business value, opportunities for adoption, and automation use cases.

• Communicate Voice of the Client insights, risks, product feedback, and strategic themes to internal teams.

• Coordinate with stakeholders from Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Marketing, Legal, and Customer Success.

• Collaborate with technical experts for technical implementations, integrations, workflow configurations, solution architecture, or AI assessments as needed.

• Work alongside Sales to ensure renewal readiness, gather customer intelligence, and develop account plans.

• Keep CRM systems and internal tools up to date for account planning, customer health, value plans, and reporting.

⛳️ Requirements

• At least ten years of experience in customer success, enterprise client success, strategic account management, value realization, retention strategy, or similar senior post-sales customer-facing roles, particularly with large global enterprise clients.

• Comprehensive experience in customer success or account servicing within complex enterprise solutions, preferably related to data, analytics, technology, or integrated business solutions.

• Demonstrated success in achieving retention results through effective Client Success engagements, renewal readiness, value planning, and risk management.

• Exceptional ability to foster and maintain trusted relationships with Global and Enterprise Clients, including CIOs, CTOs, CDOs, CFOs, and other senior stakeholders.

• Strong listening, communication, presentation, stakeholder influence, and interpersonal skills across all levels of business.

• Client-focused mindset with sound commercial instincts while establishing clear ownership boundaries with Sales.

• Proficient in service management, Strategic Account Planning, value planning, ROI analysis, external service reviews, customer maturity, and T-Minus Retention Planning.

• Capability to identify risks to customer outcomes and develop comprehensive risk mitigation or recovery plans.

• Specialized industry knowledge pertinent to the designated Client base.

• Understanding of AI-enabled business solutions, opportunities for adoption and automation, and customer maturity discussions focused on business value.

• Ability to operate independently within a complex matrix environment.

• Fluency in English and any relevant languages for the working market, where applicable.

• Willingness to travel up to 25% as required.

🏝️ Benefits

• Generous paid time off during your first year, increasing with tenure.

• Up to 16 weeks of fully paid parental leave after one year of employment.

• Paid sick leave to care for yourself or family members.

• Education assistance and a wide array of training resources.

• Do Good Program: Paid volunteer days and donation matching.

• Competitive 401k plan with company matching.

• Health and wellness benefits, including discounted Wellhub membership rates.

• Medical, dental, and vision insurance for you, your spouse/partner, and your dependents.