Director of Customer Success

This is a fully remote position, open to applicants in Connecticut, +15 more states.

📋 Description

• Oversee the Customer Success organization throughout North America and Latin America.

• Take responsibility for retention, growth, and the overall health of the Americas customer portfolio.

• Act as the senior Customer Success leader for the region and the main liaison to regional Sales leadership.

• Manage a team of approximately seven Customer Success Managers handling strategic and enterprise customer portfolios.

• Ensure that customers derive value, maintain retention, achieve growth, and foster long-term partnership success.

• Collaborate with Sales, Compliance Operations, Product, Support, Marketing, and Revenue Operations.

• Drive measurable value for customers and contribute to the company's growth objectives.

• Be accountable for Net Revenue Retention, customer retention, customer outcomes, and Customer Success Qualified Lead generation across the region.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Consulting, or similar customer-facing leadership roles.

• More than 3 years of experience leading Customer Success, Account Management, or post-sales teams.

• Proven track record in managing strategic or enterprise customer portfolios, with accountability for retention, renewals, and growth.

• Skilled in leading executive-level customer engagements and navigating complex stakeholder environments.

• Experience in developing and scaling customer success, account management, or customer retention programs.

• Experience within B2B SaaS, technology, data, or information services organizations is preferred.

• Background in risk management, compliance, payments, fraud prevention, fintech, or related industries is preferred.

• Proficient in using Salesforce, HubSpot, and customer success technologies to manage customer lifecycles and portfolio performance is preferred.

• Strong commercial acumen with the ability to identify and influence growth opportunities within existing customer relationships.

• Excellent analytical, forecasting, and business planning skills.

• Outstanding communication, presentation, negotiation, and relationship management abilities.

• Experience leading geographically distributed teams across multiple regions and time zones is preferred.

• A Bachelor's degree is preferred.

🏝️ Benefits

• Ability and willingness to travel periodically to support customer engagement, executive business reviews, industry events, and internal meetings.