Senior Director, Customer Success; Americas - NA & LATAM

SENIOR DIRECTOR, CUSTOMER SUCCESS (AMERICAS)

Location:

Remote, USA

Employment Type:

Full-Time

Compensation: $ - $ (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered:
Vision, Medical, Life, Dental, 401K

The Senior Director, Customer Success is a senior leadership role responsible for ensuring that every customer within the Americas (North America and LATAM) region becomes a reference and a success. This role leads and sets the strategic direction for a team of Regional Customer Success Directors to ensure the customers achieve consistent measurable outcomes.

Reporting to the Vice President of Customer Success, the Senior Director, Customer Success is accountable for shaping and executing customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. As a trusted customer advocate and consultative leader, this individual ensures customers realize meaningful value from their investment across the full lifecycle, from onboarding through ongoing engagement and renewal.

Aligned with the Americas Sales SVP, the Senior Director, Customer Success provides strategic leadership influencing key company objectives and regional strategies while keeping broad visibility into customer health and execution. They partner closely with the senior leaders from Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Senior Director, Customer Success amplifies the broad voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during highly escalated situations involving different internal teams.

• Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
• Strategize with CS senior leadership and Sales SVP across assigned region.
• Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
• Manage internal QBRs to CS and Sales Leadership from team of Directors and deliver own Q .
• Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.
• Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decision makers and influencers across the customer base, promoting mutual success and long-term partnership across your region.

• Empower regional directors to protect revenue, and develop strategies to grow ARR in the region.
• Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.
• Lead and coach regional directors in achieving business goals including maintaining a high GRR, increasing NRR, identifying expansions, and driving KPIs including day-to-day activities leading to the main goals and utilizing tools to track communication and updates from Customers.
• Ensure the execution of key initiatives that help customers realize measurable value from their investment.
• Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.

• Proactively support regional directors to identify and mitigate risks to customer satisfaction, growth, and renewal.
• Serve as the highest escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.

• Lead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes.
• Promote knowledge sharing, mentor new hires, and support professional development across the team.

• From a senior leadership perspective, integrate the functions of Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs and drive business objectives.
• Champion the voice of the customer across all departments and ensure feedback is incorporated into product and service enhancements.

• Bachelor's degree in Business, Finance, Information Systems, or a related field; an advanced degree may be considered in lieu of professional experience.
• 15+ years in a related function with direct customer advocacy and engagement experience.
• 10+ years of experience in Customer Success.
• 10+ years of experience in a leadership role.
• Proven experience managing senior leaders while having accountability for $100M+ ARR.
• Demonstrated…