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Title
Text copied to clipboard!Director de Éxito del Cliente
Description
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We are looking for a Customer Success Director to lead and scale our customer success initiatives, ensuring our clients achieve their desired outcomes while maximizing the value they receive from our products and services. This role is critical in building long-term relationships with our customers, driving customer satisfaction, and reducing churn. The ideal candidate will have a strong background in customer success, account management, or client services, with a proven track record of leading high-performing teams and implementing scalable customer success strategies.
As the Customer Success Director, you will be responsible for developing and executing a comprehensive customer success strategy that aligns with our business goals. You will lead a team of customer success managers and work cross-functionally with sales, product, marketing, and support teams to ensure a seamless customer experience. Your ability to analyze customer data, identify trends, and proactively address issues will be key to your success in this role.
You will also be responsible for defining key performance indicators (KPIs) for customer success, monitoring performance, and reporting on progress to senior leadership. Your leadership will help foster a customer-centric culture across the organization, ensuring that every department understands the importance of customer success and contributes to it.
This is a strategic and hands-on role that requires excellent communication skills, a deep understanding of customer needs, and the ability to influence stakeholders at all levels. If you are passionate about helping customers succeed and thrive in a fast-paced environment, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Develop and implement customer success strategies to drive retention and growth
- Lead, mentor, and grow a team of customer success managers
- Establish and track KPIs to measure customer success performance
- Collaborate with sales, product, and support teams to enhance the customer journey
- Identify customer needs and provide tailored solutions to ensure satisfaction
- Manage escalations and resolve customer issues in a timely manner
- Drive customer advocacy and reference programs
- Analyze customer data to identify trends and opportunities for improvement
- Create and deliver executive-level reports on customer success metrics
- Promote a customer-centric culture across the organization
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Marketing, or related field
- 7+ years of experience in customer success, account management, or client services
- 3+ years of leadership experience managing customer-facing teams
- Strong understanding of customer success metrics and KPIs
- Excellent communication and interpersonal skills
- Proven ability to build and maintain strong customer relationships
- Experience working with CRM and customer success platforms
- Strategic thinker with strong problem-solving skills
- Ability to work cross-functionally and influence stakeholders
- Customer-focused mindset with a passion for delivering value
Potential interview questions
Text copied to clipboard!- What strategies have you used to improve customer retention?
- How do you measure the success of a customer success team?
- Describe a time you resolved a major customer issue.
- How do you align customer success with other departments?
- What tools or platforms have you used for customer success management?
- How do you handle underperforming team members?
- What is your approach to onboarding new customers?
- How do you identify and act on customer churn risks?
- Describe your experience with customer success metrics.
- How do you foster a customer-centric culture in an organization?
