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Director of Customer Success

2 months ago

London, Ontario, Canada Amberes Full time
About the Role

We are seeking a seasoned Customer Success Director to lead our team of Customer Success Managers (CSMs) and Account Managers (AMs) in driving revenue growth and customer satisfaction for our clients. As a key member of the Amberes team, you will be responsible for developing and executing strategies to help our clients achieve their business objectives.

Key Responsibilities
  • Lead a team of CSMs and AMs in targeting upsell, cross-sell, and renewal opportunities in Canada and the Americas.
  • Develop and execute strategies to help clients achieve their desired business outcomes, including revenue growth and customer satisfaction.
  • Support and develop managers to optimize team productivity and deliver value to clients.
  • Achieve team objectives, report progress to stakeholders, manage high-profile escalations, and maintain relationships with key stakeholders.
  • Collaborate with leaders in Services, Sales, Engineering, and Product teams to ensure customer success.
  • Develop and promote a vision for AMs at both operational and strategic levels.
  • Analyze the customer lifecycle to increase engagement and impact.
Requirements
  • 10+ years of experience in customer-facing roles, with at least 5 years in people management.
  • Experience in AM, expansion, and retention roles.
  • CSM backgrounds with a focus on revenue growth are ideal.
  • Strong operational background with the ability to define and leverage business metrics to manage team goals and exceed expectations.
  • Creative leadership skills with the ability to articulate and execute a vision that aligns with company and team strategies, and to inspire, motivate, and manage diverse teams.
  • Excellent executive-level communication and presentation skills.
Qualifications
  • Proven experience and success in similar roles and environments.
  • Strong technical and managerial acumen.
  • Excellent interpersonal and communication skills.