Customer Success Director

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a portfolio of DISQO's most significant and intricate revenue-critical accounts.

• Cultivate and maintain relationships with VP/C-suite stakeholders.

• Take ownership of account strategy, renewals, and growth.

• Act as the primary contact for strategically vital, contractually complex, or at-risk accounts.

• Advocate for customer viewpoints in discussions related to product, sales, and leadership.

• Collaborate with the Product team for roadmap contributions and with Sales on growth strategies.

• Leverage AI tools, custom skills, agents, and artifacts to enhance speed, client value, and operational efficiency.

• Mentor and guide CSMs on account strategies, challenging discussions, business acumen, and AI applications.

• Attain a high level of expertise in DISQO's platform, research methodologies, and client sectors.

• Develop playbooks, templates, AI-optimized workflows, and escalation processes.

• Enhance the collective practices within the Customer Success organization.

⛳️ Requirements

• Over 10 years of experience in customer success, account management, or a client-facing strategic role, preferably in market research, insights, MarTech, or SaaS.

• Proven track record of managing complex, high-revenue accounts from start to finish, including the renewal and expansion of six- and seven-figure partnerships.

• Comfortable working with VP/C-suite stakeholders and adept at navigating uncertainty, competing priorities, and organizational changes on the client side.

• Strong business acumen linking account health to revenue, retention, and growth metrics.

• Proven hands-on experience with AI, including the creation or configuration of custom skills, agents, or artifacts.

• A demonstrated history of elevating the performance of individuals and processes without formal management authority.

• A deep curiosity about the client's business operations.

• Excellent judgment in determining when to solve issues independently, involve specialists, or escalate concerns.

🏝️ Benefits

• Flexible hybrid work model.

• 100% coverage for Medical/Dental/Vision for employees, along with competitive dependent coverage.

• Stock options available.

• 401K plan.

• Generous Paid Time Off policy.

• Team offsites, social gatherings, and happy hours.

• Life Insurance provided.

• Health Flexible Spending Account.

• Catered lunches and a fully stocked kitchen.

• Paid Maternity/Paternity leave.

• Disability Insurance included.

• Travel Assistance Program offered.

• 24/7 Counseling Services available for employees.