Senior Customer Success Director
4 semanas atrás
Unlock your potential with Hexa People as a Senior Customer Success Director. We empower our clients to deliver exceptional customer experiences.
We offer a competitive salary range of $150,000 - $180,000 per year.
Job DescriptionThe Senior Customer Success Director sets the strategic direction for the customer success organization, ensuring alignment between customer needs and company objectives. This role is responsible for driving customer-centric initiatives, improving retention and expansion, and managing executive relationships with key customers.
This position leads multiple teams, fostering a culture of continuous improvement and innovation within the customer success function.
Responsibilities- Define the strategic direction and vision for the Customer Success Management organization.
- Develop and implement initiatives and packages to improve customer retention, satisfaction, and growth.
- Ownership of Customer Success Programs, such as Customer Advisory Boards and industry-specific user communities, to engage customers, gather insights and improve retention.
- Manage executive relationships with key customers and act as a trusted advisor.
- Lead and mentor senior leaders within the customer success organization.
- Align customer success strategies with product, marketing, and sales initiatives.
- Drive continuous improvement efforts across the customer success function. Establish and track key Customer Success metrics (e.g., NPS, CSAT, retention rates).
- Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.
- Extensive leadership experience in customer success or account management.
- Strong strategic thinking with the ability to influence at the executive level.
- Proven experience managing large teams and fostering cross-functional collaboration.
- Excellent communication and relationship management skills.
- Ability to drive innovation and continuous improvement initiatives.
- Experience working with enterprise-level customers and managing executive relationships.
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