Job Summary Table of Customer Success

Job Description Summary 📝

As the Senior Director of Customer Success, Americas, you will own the customer portfolio across North America, ensuring experience, value realization, adoption, and revenue growth. This role is perfect for a seasoned leader adept at driving retention (GRR/NRR), building solid cross‑functional partnerships, and mentoring high-performing teams.

Responsibilities

• ✅ Value Realization & Adoption – Transition the Success function to focus more on ongoing customer value and partner-led delivery, not just initial deployment.
• ✅ Customer Journey Management – Track and optimize customer progress via a mutually defined journey, maintaining success capacity and efficiency.
• ✅ Cross-Functional GTM Alignment – Collaborate tightly with Sales, Marketing, Product, and Renewal teams to identify expansion opportunities and foster advocacy.
• ✅ Feature Request Governance – Lead customer feedback into the product roadmap and prioritize high-impact features.
• ✅ Digital & Community Engagement – Leverage digital platforms to enhance customer experience, community involvement, and generate insight for product enhancements.
• ✅ “At‑Risk” Customer Process – Implement preventative playbooks, ensure escalation paths, and synchronize risk visibility across leadership.
• ✅ NPS Process Lead – Oversee semi-annual NPS surveys and translate Voice of Customer into actionable improvements.
• ✅ Executive Sponsorship – Act as the senior-level point of contact for strategic accounts, ensuring robust advocacy and loyalty.
• ✅ Team Leadership & Enablement – Train, coach, and empower Success Managers with the platform knowledge, domain expertise, and soft skills required.
• ✅ Health Metrics & Reporting – Monitor account health through scores, usage stats, and tripwires; define KPIs for GRR/NRR and license utilization.
• ✅ Travel – Occasionally travel within North America to engage with customers and team members in person.

Benefits and Perks

• 💼 Competitive Compensation – $210–$280K base salary, aligned with market for remote senior leadership UC.
• 🌍 100% Remote Flexibility – Join from any major U.S. city, with occasional travel to client sites.
• 📈 Career Development – Access leadership coaching, peer mentorship, and professional growth plans tailored to your team.
• 🔄 Performance-Driven Outcomes – Be part of a results-oriented environment with clear metrics (GRR, NRR, License Usage, NPS).
• 🚀 Growth Focus – Opportunity to shape post-sales delivery model and establish new GTM partnerships globally.

Company Overview

Info not available: Company website/source link. This organization is scaling a proactive, value‑driven customer success model and seeks an experienced leader to help unify deployment and business value realization under one strategic vision.

Company Culture

This remote-first company fosters a collaborative, data-driven, and growth-focused environment. Culture highlights:

• 🏆 High-performance, outcome-oriented teams
• 💡 Culture of innovation via customer insight, digital channels, and product feedback
• 👥 Strong cross-functional synergy, especially between Customer Success, Sales, Marketing, and Product
• 📚 Investment in employee learning, certifications, and career acceleration

Career Growth Opportunities

• Transition into VP/Head of Global Customer Success
• Lead new regional expansion efforts
• Play a key role in strategic alliances, partner programs, and premium services
• Influence product roadmaps through customer-driven input

Diversity, Equity, Inclusion, and Belonging

This company values DEIB as a core principle; leadership ensures fairness, inclusive communication, and representation in team-building.

Equal Opportunity Statement

We are an equal opportunity employer and consider applicants without regard to race, gender, religion, sexual orientation, disability, or veteran status.

Remote Work Policy

• 100% remote across the U.S.
• Occasional travel for customer and team engagements
• Remote work supported with best-in-class tools and communication platforms

Application Process

1. Initial Screening – HR phone call to assess background and role fit
2. Hiring Manager Interview – Deep dive into experience with Customer Success, value delivery, and leadership
3. Cross‑Functional Interview – Meetings with Sales, Product, and Renewal team leads
4. Executive Presentation – Present strategic approach to C‑suite or peer exec panel
5. Offer & Onboarding – Formal offer, negotiation, and remote onboarding plan

Application Deadline

Info not available. For best consideration, apply as soon as possible.

How to Apply

Apply via the LinkedIn job posting.

Social Media Links

Info not available. Candidate can explore the company via LinkedIn job post above.

FAQs or Additional Information

Q: Is visa sponsorship offered?

A: Info not available—refer to the original posting for details.

Q: What customer success tools are used?

A: Likely CRM systems, NPS platforms, analytics tools, and community/digital engagement suites—information not specified.

Q: How often is travel expected?

A: Occasional North America travel for team and client engagement.

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