Director, Client Success

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

📋 Description

• Lead and expand the Client Success team.

• Manage the partner experience from onboarding to renewal.

• Collaborate with Sales and Product teams to address partner needs and gather feedback.

• Create and uphold Customer Success playbooks and standards for AI tools.

• Utilize platform telemetry to identify adoption gaps and accounts at risk.

• Establish and monitor a thorough metrics framework.

• Implement AI-driven dashboards and churn prediction models.

• Develop AI-enhanced onboarding processes and digital engagement initiatives.

⛳️ Requirements

• Over 8 years of experience in Customer Success or Account Management, with at least 5 years in a leadership capacity.

• Proven success in environments focused on cybersecurity and Managed Service Providers (MSPs).

• Ability to lead initiatives across multiple functions.

• Excellent communication, analytical skills, and executive presence.

• Proficient in analyzing platform telemetry and usage data.

• Experience in creating AI-assisted Customer Success strategies and automated digital engagement programs.

• History of managing and enhancing Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue in a fast-paced environment.

• Knowledge of AI governance, prompt engineering, or development with LLM-based tools is an advantage.

🏝️ Benefits

• Health, Vision, Dental, and Life Insurance plans.

• 401k plan.

• Discretionary Time Off.

• Additional minor perks.