insightsoftware · 2 days ago

Director, Customer Success

United States

Full-time

Hybrid

Director

7+ years exp

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Responsibilities

You will mentor and manage a team of Managers and CSM's, and lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals.

Your team will manage a diverse set of renewal motions - Spanning named accounts covered by CSMs, low touch and uncovered accounts, partners, and self-service customers.

You will conduct detailed analysis of the customer base to identify leading indicators for churn and expansion.

You will define and execute uplift strategies to optimize available price increases while minimizing customer churn.

You will organize and lead a retention forecasting process– Ensuring the execution of timely renewals including risk management with best case and worst-case forecasting scenarios.

Qualification

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Customer SuccessRetention ForecastingProcess ManagementCustomer SegmentationProblem-SolvingCommunicationPresentation