Explore director of customer success positions, where leadership meets client satisfaction. These roles demand a strategic thinker capable of guiding teams and shaping customer experiences. Opportunities exist to define success metrics, implement customer-centric strategies, and drive revenue growth through enhanced relationships. This career path suits individuals passionate about advocacy and skilled in communication.3,528 Director Of Customer Success jobs in the United States
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted 2 days ago
Job Viewed
Job Description
Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base.
Health Learning, Research and Practice help clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster.
Preference is for a candidate based East Coast- US, but we remain open to candidates based in Europe as well.
**About the Role:**
We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, which will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing initiative-taking strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption.
**Responsibilities:**
+ Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals.
+ Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion
+ Foster a culture of customer-centricity, accountability, and continuous improvement.
+ Analyze customer feedback and usage data to identify risks and opportunities.
+ Monitor customer health metrics and proactively address risks to retention and satisfaction.
+ Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement.
+ Advocate for customer requirements in product development and strategic planning.
+ Drive revenue growth through upsell & cross-sell opportunities
+ Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
+ Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations.
+ Develop customer success team's skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation.
**Qualifications:**
+ 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams.
+ Experience in SaaS or technology environments preferred.
+ Health research and/or health care industry market knowledge
+ Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning.
+ Deep knowledge of customer journey mapping and lifecycle management.
+ Relationships driven with experience influencing cross-functional teams and driving change.
+ Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments
#LI-Hybrid
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $189,950 - $268,900
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Customer Success
Posted today
Job Viewed
Job Description
Job Description
Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
Your role:
As Director, Customer Success, you will manage a team that owns strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the Global Head of Customer Success, you will lead, build, and train a team of Customer Success Managers in a high-growth enterprise environment. You will be responsible for ensuring the Customer Success Team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer solutions. In this role, you will manage a team that strengthens Global Relay's relationships with enterprise and mid-market customers, drives growth, and focuses on proactive customer engagement strategies. You will serve as a customer champion and change leader, demonstrating excellent communication skills while fostering a collaborative spirit within the team.
Your responsibilities:
- Recruit, lead and inspire a high-performance team to achieve customer goals and objectives
- Own and drive customer success strategy for engaging with the world's top finance and regulated companies
- Develop and drive strategic best practices for customer success and engagement
- Build strategies to drive adoption, retention, and expansion with our largest customers
- Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
- Actively engage with customers throughout the relationship lifecycle
- Act as a point of escalation for customers and internal stakeholders with complex problem solving, advise on complex cases, and attend client calls
- Develop strong rapport with Global Relay internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
- Report on and own KPIs for strategic and enterprise customers
- Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes
About you:
- Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
- 8+ years of management experience for mid-to-large size teams
- Experience in complex contractual negotiations with solid understanding of customer expansion
- Strong leader and motivator with a track record of exceptional performance
- Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
- Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
- Professional business manner with the ability to establish relationships with executive stakeholders
- Outstanding communication and organizational skills with strong attention to detail
- Excellent listening and interpersonal skills
- Highly motivated and energetic, with strong analytical and problem-solving skills
- Strong work ethic with ability to multi-task and prioritize in a fast-paced environment
- Compliance/finance industry knowledge or management consulting experience a plus
Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the state of California. In addition to the annual base salary (range listed below), compensation for this role also includes commissions, extended health benefits, and 401k contributions.
San Francisco - Base salary range
$170,000—$250,000 USD
What you can expect:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
To learn more about our business, culture, and community involvement, visit
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Director - Customer Success
Posted today
Job Viewed
Job Description
Job Description
About SAIGroup
SAIGroup is a private investment firm that has committed $1 billion to incubate and scale revolutionary AI-powered enterprise software application companies. Our portfolio, a testament to our success, comprises rapidly growing AI companies that collectively cater to over 2,000+ major global customers, approaching $800 million in annual revenue, and employing a global workforce of over 4,000 individuals.
SAIGroup invests in new ventures based on breakthrough AI-based products that have the potential to disrupt existing enterprise software markets. SAIGroup's latest investment, JazzX AI , is a pioneering technology company on a mission to shape the future of work through an AGI platform purpose-built for the enterprise. JazzX AI is not just building another AI tool—it's reimagining business processes from the ground up, enabling seamless collaboration between humans and intelligent systems. The result is a dramatic leap in productivity, efficiency, and decision velocity, empowering enterprises to become pacesetters who lead their industries and set new benchmarks for innovation and excellence.
Role Overview:We are seeking a highly motivated Success Director to lead success from pre-sales to post-sales delivery lifecycle of clients for our cutting-edge AGI platform. This individual will be responsible for ensuring customer success throughout the client journey—from shaping solutions before sale to driving adoption, satisfaction, and long-term value post-sale.
The ideal candidate has a proven track record of managing customer success and solution engagement for enterprise SaaS platforms, excelling in consultative environments where success is measured not just in deal closure but in customer outcomes, retention, and expansion.
- Act as a trusted advisor to clients throughout the pre-sales process, supporting solution design, proof-of-concept, and value articulation.
- Own the customer relationship post-sale to ensure successful onboarding, adoption, and business value realization.
- Develop and execute customer success plans for enterprise accounts, aligning our AGI platform to customer goals and KPIs.
- Partner with Sales, Product, and Engineering to ensure a seamless handoff and continuous alignment with evolving client needs.
- Drive account expansion opportunities by identifying upsell and cross-sell possibilities, working in collaboration with Sales.
- Monitor customer health, engagement, and satisfaction metrics; take proactive measures to mitigate churn risks.
- Represent the voice of the customer internally, influencing product roadmap and service improvements.
- Lead executive-level business reviews with C-suite stakeholders to reinforce strategic value and partnership outcomes.
- Contribute thought leadership and represent the company at industry events, conferences, and client forums.
- Ability to imagine and articulate impact of AI on value chains, business models, organization structures and companies' ability to competitively differentiate.
- Proven track record in Customer Success, Account Management, Complex Program Management or Solutions Consulting for enterprise SaaS platforms.
- Experience managing executive-level relationships with large enterprise clients, preferably in financial services industries.
- Deep knowledge of customer success methodologies, adoption frameworks, and customer health metrics.
- Strong Program Management skills including program planning, stakeholder management, technical delivery management, financial management, value tracking and risk management
- Ability to translate complex AI/technology capabilities into business impact for clients.
- Excellent communication, presentation, and executive engagement skills.
- Entrepreneurial mindset: thrives in high-growth, fast-paced environments and has a bias toward action.
- Experience with AI/automation, fintech, or enterprise workflow solutions is highly desirable.
- Strong experience in Banking & Capital Markets, Private Equity, Investment Management are highly desirable
- Prior experience in a Tier 1 Consulting firm is highly desirable.
- Computer Science or related degree and an MBA are highly desirable
Any location.
Proximity to airport would be helpful as the person would spend significant time at client locations.
Why Join Us
At JazzX AI, you have the opportunity to join the foundational team that is pushing the boundaries of what's possible to create an autonomous intelligence driven future. We encourage our team to pursue bold ideas, foster continuous learning, and embrace the challenges and rewards that come with building something truly innovative.
Your work will directly contribute to pioneering solutions that have the potential to transform industries and redefine how we interact with technology. As an early member of our team, your voice will be pivotal in steering the direction of our projects and culture, offering an unparalleled chance to leave your mark on the future of AI.
We offer a competitive salary, equity options, and an attractive benefits package, including health, dental, and vision insurance, flexible working arrangements, and more.
Director, Customer Success
Posted today
Job Viewed
Job Description
Job Description
Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
Your role:
As Director, Customer Success, you will manage a team that owns strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the VP of Customer Success, you will lead, build, and train a team of Customer Success Managers in a high-growth enterprise environment. You will be responsible for ensuring the Customer Success Team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer solutions. In this role, you will manage a team that strengthens Global Relay's relationships with enterprise and mid-market customers, drives growth, and focuses on proactive customer engagement strategies. You will serve as a customer champion and change leader, demonstrating excellent communication skills while fostering a collaborative spirit at our flagship office in midtown Manhattan.
Your responsibilities:
- Recruit, lead and inspire a high-performance team to achieve customer goals and objectives
- Own and drive customer success strategy for engaging with the world's top finance and regulated companies
- Develop and drive strategic best practices for customer success and engagement
- Build strategies to drive adoption, retention, and expansion with our largest customers
- Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
- Actively engage with customers throughout the relationship lifecycle
- Act as a point of escalation for customers and internal stakeholders with complex problem solving, advise on complex cases, and attend client calls
- Develop strong rapport with Global Relay internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
- Report on and own KPIs for strategic and enterprise customers
- Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes
About you:
- Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
- 8+ years of management experience for mid-to-large size teams
- Experience in complex contractual negotiations with solid understanding of customer expansion
- Strong leader and motivator with a track record of exceptional performance
- Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
- Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
- Professional business manner with the ability to establish relationships with executive stakeholders
- Outstanding communication and organizational skills with strong attention to detail
- Excellent listening and interpersonal skills
- Highly motivated and energetic, with strong analytical and problem-solving skills
- Strong work ethic with ability to multi-task and prioritize in a fast-paced environment
- Compliance/finance industry knowledge or management consulting experience a plus
Compensation:
Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.
For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!
Base salary range
$170,000—$250,000 USD
What you can expect:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
To learn more about our business, culture, and community involvement, visit
Director - Customer Success Manager
Posted today
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Job Description
Job Description
Samba TV tracks streaming and broadcast video across the world with our proprietary data and technology. We are on a mission to fundamentally transform the viewing experience for everyone. Our data enables media companies to connect with audiences for new shows and movies, and enables advertisers to engage viewers and measure reach across all their devices. We have an amazing story with a unique perspective on culture formed by a global footprint of data and AI-driven insights.
We are seeking a Director - Customer Success Manager to lead and scale our Enterprise Customer Success function. This is a senior leadership role requiring a proven Customer Success executive who will manage a high-performing team while personally overseeing our largest strategic accounts (multimillion ARR portfolio ). You'll drive organizational strategy, build scalable processes, and ensure exceptional outcomes across our most valuable client relationships.
Responsibilities- Lead a team of Senior Customer Success Managers – provide formal management, performance coaching, and career development for high-performing CSM professionals.
- Build and scale the enterprise CS function – define team structure, hiring strategy, and organizational capabilities to support company growth.
- Drive team performance – establish individual and team KPIs, conduct regular 1:1s, performance reviews, and manage talent development initiatives.
- Resource allocation and planning – manage team capacity, account assignments, and strategic resource deployment across the enterprise portfolio.
- Own enterprise territory strategy – manage a multimillion portfolio across your team, with personal oversight of 3-5 $1M+ strategic accounts .
- Executive relationship management – serve as the primary escalation point and strategic advisor for C-level and SVP stakeholders across the enterprise portfolio.
- Cross-functional orchestration – lead complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams.
- Strategic account planning – develop and execute multi-year success plans aligned with client business transformation initiatives.
- Define CS strategy and methodology – collaborate with VP of Customer Success to establish enterprise customer success frameworks, playbooks, and best practices.
- Process optimization and scaling – design and implement scalable processes for onboarding, adoption, renewal, and expansion across enterprise accounts.
- Cross-departmental alignment – partner with Sales, Product, and Marketing leadership to ensure seamless customer experience and revenue optimization.
- Data-driven insights – establish reporting frameworks and business intelligence capabilities to drive strategic decision-making.
- Drive expansion strategy – identify and execute systematic approaches to account growth, including whitespace analysis and expansion planning.
- Renewal excellence – oversee complex, high-stakes renewal negotiations and ensure predictable revenue retention.
- Commercial partnership – collaborate closely with Sales leadership on enterprise deals, transitions, and strategic account development.
- Team Performance: Drive team to achieve >120% collective NDR across managed enterprise portfolio.
- Team Development: Achieve <10% voluntary turnover and 90%+ promotion readiness scores for direct reports.
- Process Excellence: Implement scalable processes that improve team efficiency by 25%+ annually .
- Portfolio NDR: Maintain >125% NDR across the $M+ combined enterprise portfolio.
- Strategic Account Growth: Achieve > 500K net expansion annually from personal strategic accounts.
- Executive Engagement: Conduct bi-annual strategic business reviews with 100% of 1M+ accounts, including C-level participation.
- Renewal Excellence: Maintain >98% gross dollar retention across enterprise portfolio.
- Process Improvement: Deliver 2+ major process improvements annually that enhance customer experience and operational efficiency.
- Strategic Initiatives: Lead 1-2 company-wide initiatives per year that drive customer-centric transformation.
- 7+ years in Customer Success roles with minimum 3+ years managing Customer Success teams , preferably in enterprise B2B SaaS environments.
- Proven track record building and scaling CS organizations – experience growing teams from 3-5 to 10+ CSMs with demonstrated retention and performance outcomes.
- Enterprise account management expertise – personal experience managing $1M+ ARR accounts and leading complex, multi-stakeholder engagements.
- People leadership excellence – demonstrated ability to hire, develop, and retain top CS talent with measurable performance improvements.
- Executive presence and gravitas – comfortable presenting to and influencing C-level executives and boards on strategic initiatives and business outcomes.
- Data analytics and business intelligence expertise – specific emphasis on Data Analytics, Cloud, Collaboration, or Identity solutions with ability to drive technical and business value conversations.
- Commercial sophistication – experience with complex contract negotiations, multi-million dollar renewals, and strategic partnership development.
- Cross-functional leadership – proven ability to influence and coordinate across Product, Engineering, Sales, and Marketing teams without direct authority.
- Deep domain knowledge in DaaS, SaaS, and IaaS business models (TV and Streaming) , including data collaboration, identity resolution, and cloud ecosystems .
- Scaling expertise – experience managing concurrent portfolios of 10+ enterprise accounts totaling $2M+ in ARR /b>.
- Process and systems thinking – demonstrated ability to design and implement scalable customer success operations and methodologies.
- Bachelor's degree required; MBA strongly preferred .
- Customer Success or Account Management certifications (Gainsight, Totango, or equivalent) preferred.
- Prior Director/VP experience in Customer Success, Account Management, or related customer-facing functions.
- Industry expertise in adtech/martech, television/media, or data analytics ecosystems .
- Technical background with ability to engage in deep technical conversations with engineering and data science teams.
- Consulting or professional services experience in enterprise technology implementations.
Samba TV expects to offer a base salary between $1 0,000 - 160,000 per year for roles to be performed in New York or California; actual base salary offered will depend on various factors, including but not limited to, location, experience, and performance. Base salary is just one component of Samba TV’s total compensation package for employees. Other rewards may include bonuses, short-term incentives, and long-term incentives. In addition, Samba provides health insurance, wellness offerings, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO), and other employee benefits.
Samba TV is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We strive to empower connection with one another, reflect the communities we serve, and tackle meaningful projects that make a real impact.
Samba TV may collect personal information directly from you, as a job applicant, Samba TV may also receive personal information from third parties, for example, in connection with a background, employment or reference check, in accordance with the applicable law. For further details, please see Samba's Applicant Privacy Policy . For residents of the EU , Samba Inc. is the data controller.