Executive Director, Customer Success – North Hemisphere

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

📋 Description

• Accountable for creating and executing a comprehensive regional Customer Success vision and strategy that aligns with Teletrac Navman’s objectives.

• Promote a customer-focused culture that emphasizes feedback, continuous enhancement, and innovation.

• Assist in developing the Customer Success team for scalability and sustained growth, ensuring all personnel, processes, and strategies are optimized with a customer-first approach.

• Design a data-driven model of the customer journey, ensuring alignment among all internal stakeholders.

• Collaborate with operational specialists to verify the accuracy of customer data and ensure uniformity in data sets across the organization.

• Establish processes to gather customer feedback through surveys, reviews, and direct interactions, with a strong emphasis on solutions.

• Enhance product adoption, customer loyalty, retention, and satisfaction while proactively establishing and contributing to strategies for reducing churn.

• Work alongside sales and marketing teams to develop and refine upsell and cross-sell strategies.

• Set up metrics to evaluate the effectiveness of customer engagement initiatives within the market.

• Prepare regular reports detailing customer engagement performance and growth metrics, highlighting both successes and opportunities for improvement.

⛳️ Requirements

• Demonstrated experience (typically 7+ years) in customer engagement, customer success, enterprise sales, or similar roles.

• Strong comprehension of customer experience management and strategies for building customer relationships.

• Proven success in customer success, including the establishment of processes and systems for effective outcomes.

• In-depth knowledge of customer success tools and methodologies.

• Advanced business acumen with the capability to develop strategies, guidelines, and objectives, implementing them to drive business growth and generate data-driven reports.

• Analytical mindset capable of interpreting data and deriving actionable insights.

• Comprehensive understanding of software businesses, including expertise in subscription and renewal models.

• Experience managing a team in Mexico and/or the UK is a significant advantage.

• Exceptional communication skills, both verbal and written, with the ability to engage in C-level customer discussions that advance business for both parties.

• Knowledge of business development and experience in expanding a business is a plus.

🏝️ Benefits

• Premium suite of health and wellness programs for you and your family.

• Medical, dental, vision, disability, and life insurance.

• Support for family planning through Maven Clinic.

• Assistance in managing diabetes via Livongo.

• Coverage for women’s health services.

• Support for adult and elder care.

• Paid parental leave.

• Generous 401(k) plan with matching company contributions.

• Paid time off up to 120 hours.

• 13 paid holidays (including 3 floating holidays) each year.

• Paid sick leave.