Director, Customer Success

Job Overview

The Director, Customer Success leads a high-performing team to ensure customer adoption, expansion, retention, and satisfaction within a designated region. This role involves developing regional strategies, overseeing customer portfolios, and partnering with internal teams to deliver value across the customer lifecycle, from onboarding to renewal.

Responsibilities

• Lead development and implementation of regional customer success strategies aligned with global objectives and local needs.
• Drive adoption, expansion, and retention using data-driven insights.
• Strategize with customer success leadership and sales regional vice presidents.
• Deliver actionable quarterly business reviews to leadership.
• Identify expansion opportunities and secure operational commitments to strengthen relationships.
• Oversee a portfolio of strategic customer accounts, building and executing account plans.
• Mentor and develop a team of senior managers and customer success professionals, fostering a culture of excellence.

Qualifications

• Strong leadership skills to direct and develop customer success teams.
• Commercial acumen for identifying revenue opportunities and advising on incremental growth.
• Ability to build and nurture executive-level relationships with customers.
• Deep visibility into customer health and execution, with experience in escalated situations.
• Alignment with sales, marketing, professional services, product, and support teams.
• Reside in Central Region states: Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, Ohio, Wisconsin.