Manage ACV portfolio up to $10M
Engage strategic accounts with expanding platform coverage and integrations
Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI
Engage technical, operational, and executive stakeholders through targeted communication and strategic calls
Maintain program-level relationships with customer executives
Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies
Manage renewals and expansion planning for assigned accounts
Mentor Customer Success Managers to elevate strategic delivery quality
Monitor account health and success metrics in Gainsight

5+ years in customer success, account management or client relations
Strategic account management expertise
Deep CX automation & integration experience
Persona-based engagement across multiple stakeholder levels
ROI storytelling ability
Renewal strategy leadership
Cross-functional project management
Business analysis & planning
Negotiation & Influence skills
Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot, or similar)
Skilled in crafting effective prompts to obtain relevant, accurate, and useful outputs
Able to interpret and adapt AI generated content to meet project or client needs, applying judgment and domain knowledge
Understands the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context
Professional community engagement skills
Short-form video and expert coaching production
Ability to challenge assumptions in customer strategy to ensure focus on value driven ROI
Identify risks early; embed mitigations into strategic plans

Customer Success Director

Key skills