Contentsquare

USA

Posted on: 01 August 2024

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Director Enterprise Customer Success

As the Director of Customer Success in the Midwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.

Responsibilities:

Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers in one of our largest regions

Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.

Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.

Customer Success: Ensure high NPS, product adoption, use case alignment

Thought Leadership: Become an expert in digital experience analytics & change management

Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.

Strategic Relationships: Develop executive relationships, support business reviews & value alignment.

Skills & Experience:

Experience: 10+ years in a consultative customer-facing role in software or consulting; 5+ years in first-line management.

Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.

Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.

Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.

Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.

How You & Your Team Will Be Measured:

Team Engagement

Gross Retention

Expansion

Product Adoption