Luminate · 5 days ago
Director, Customer Success
NYC Metro Area
Full-time
Onsite
Director/Executive
$135K/yr - $150K/yr
7+ years expLuminate is a leading entertainment data and insights company that provides essential data from verified sources. They are seeking an experienced Director of Customer Success to lead their account management team, focusing on customer retention and maximizing value for clients in the music, media, and entertainment sectors.
AnalyticsMedia and EntertainmentSoftware
No H1B
Responsibilities
Develop and implement a comprehensive customer success strategy that aligns with overall company goals and objectives
Define key success metrics (e.g., retention, churn, Health Score) and establish processes to track, analyze, and report on performance
Identify opportunities for process improvements and innovative solutions to enhance the customer experience
Recruit, onboard, and develop a team of highly skilled and customer-centric Customer Success Managers
Provide ongoing coaching, mentorship, and performance management to foster a culture of continuous learning and excellence
Foster a collaborative and supportive team environment
Design and oversee the entire customer journey, from onboarding to renewal and expansion
Establish and maintain strong relationships with key customers, acting as an executive sponsor for strategic accounts
Gather customer feedback and insights, translating them into actionable recommendations for product development, sales, and marketing teams
Proactively identify and mitigate churn risks, developing strategies to re-engage at-risk customers
Partner closely with Sales, Product, Marketing, and Support teams to ensure a seamless and unified customer experience
Collaborate with product development to advocate for customer needs and influence product roadmap decisions
Work with sales to identify upsell and cross-sell opportunities
Optimize customer success tools and technologies to streamline workflows and improve efficiency (ChurnZero, Zoho Desk, Monday.com, etc.)
Develop and refine playbooks, best practices, and training materials for the Customer Success team
Define, track and manage customers and internal teams to a set of KPIs
Qualification
Required
Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred
7+ years of progressive experience in Customer Success leadership roles, preferably in a SaaS or technology company
3+ years implementing and scaling teams with Customer Success platforms such as Gainsight, Planhat, ChurnZero, Totango, etc
Proven track record of building, scaling, and leading high-performing customer success teams
Deep understanding of customer success methodologies, playbook automation, best practices, and technologies
Exceptional communication, interpersonal, and presentation skills
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Demonstrated ability to influence and collaborate cross-functionally at all levels of an organization
Benefits
Additional perks and benefits that contribute and complete our total compensation package.
Company
Luminate
Luminate is the world’s most trusted global data provider, unlocking entertainment’s most essential data.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Rob Jonas
Chief Executive Officer
Scott Ryan
EVP Commercial
Recent News
2025-11-05
Company data provided by crunchbase