Director, Client Success – SUMMIT

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Lead and enhance customer success operations within the telecommunications, high-tech, media, and retail and consumer goods sectors.

• Take ownership of portfolio performance, focusing on renewals, expansion, adoption, and customer health metrics.

• Proactively identify and mitigate systematic risks throughout the customer lifecycle.

• Utilize forecasting, probabilities, and path-to-plan analysis to facilitate data-driven decision making.

• Connect customer adoption to tangible revenue impacts and business outcomes.

• Act as a strategic partner across Sales, Product, and Go-To-Market teams.

• Develop and sustain cross-functional influence throughout the organization.

• Collaborate on deal structuring and commercial activities.

• Align customer success strategies with broader Go-To-Market initiatives.

• Build and scale high-performing Customer Success teams.

• Provide coaching and mentorship to team members.

• Exemplify accountability and foster an ownership culture.

• Set and communicate organizational performance standards.

• Promote a customer- and team-oriented culture.

• Drive operational rigor and discipline in service delivery.

• Establish and uphold key operational standards.

• Transform individual execution into comprehensive packaged plays and new standards.

• Ensure consistent and clear communication among stakeholders.

• Define immediate priorities, recognize risks or gaps, and outline a 30/60/90-day execution strategy.

⛳️ Requirements

• Prior experience in formal people management and team leadership.

• Authorization to work in the US is required for this position.

• Proven success in managing a broad portfolio impact, including renewals, saves, and adoption metrics.

• Experience in deal structuring and commercial activities.

• Established cross-functional influence within Sales, Product, and Go-To-Market organizations.

• Strong interpersonal skills, with a focus on coaching and mentorship.

• Entrepreneurial mindset paired with tenacious execution capabilities.

• Clear and consistent communication style.

• Customer- and team-oriented mindset with the ability to advocate for culture.

• Extensive knowledge of the telecommunications, high-tech, media, and retail & consumer goods industries.

• Familiarity with key industry solutions incorporated into Go-To-Market strategies.

• Established relationships with marquee accounts.

• Experience in converting individual execution into wider packaged plays or new organizational standards.

• Proven ability to identify and establish benchmarks for operational excellence.

• Experience navigating complex, highly technical renewal deal cycles.

🏝️ Benefits

• Equity.

• Bonus.

• Flexible working arrangements, tailored to business and role requirements.

• Reasonable accommodations available for candidates upon request.