About this role

Directly manage, hire, and develop a regional team of Customer Success Managers and Digital Success Managers.
Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow.
Translate high-level company objectives into actionable operational plans for those managed.
Set clear strategic goals for the team regarding retention, engagement, and customer sentiment.
Oversee the health of the regional book of business and track usage metrics and account health scores.
Analyze trends and insights to make informed decisions.

Bachelor’s Degree or equivalent related work experience.
5+ years of experience in Customer Success, Account Management, or a related field.
Demonstrated experience managing direct reports (teams).
Proven ability to mentor, coach, and drive performance within a team setting.
Strong analytical skills with a track record of using data to drive strategy and decision-making.
2+ Years of designing or operating pooled, one to many, tech-touch, or hybrid models for small or high-volume accounts.
Strong experience and proficiency with Gainsight, Salesforce, and Google Suite.
Exceptional written and verbal communication skills.

Director, Customer Success – Inside/Small Accounts

Key skills