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Firsthand · 1 week ago

Director, Customer Success

New York

Full-time

Hybrid

Director/Executive

10+ years exp

Firsthand is an innovative company that has developed an AI-powered Brand Agent platform aimed at transforming consumer engagement in marketing. The Director of Customer Success will be responsible for building and leading the customer success function, managing critical customer relationships, and ensuring the successful delivery of services while driving growth through renewals and expansions.

Artificial Intelligence (AI)Information TechnologyMarketing

Responsibilities

Own post-sale relationships for Marketer & Agency customers (agencies and direct marketers), acting as their primary point of contact and strategic advisor

Provide executive-level customer success management for our most critical accounts, coordinating complex implementations that require hands-on stakeholder management

Partner with Sales during the proposal creation process, providing input on feasibility, scoping, and delivery approach to ensure we set customers up for success

Own customer onboarding and coordinate cross-functional delivery teams (Solutions Consulting, Product, Engineering) to ensure on-time, high-quality launches

Run strategic planning sessions, Quarterly Business Reviews, and executive touchpoints that demonstrate value and deepen relationships

Act as the accountable party to ensure that customers are achieving demonstrable value and are in a constant state of forward commercial momentum, always pacing toward renewals and expansions

Design and implement the customer success practice from scratch—creating playbooks, defining processes, establishing success metrics, and building the infrastructure for a scalable CS function

Establish systematic expansion and renewal processes that turn initial engagements into long-term, growing partnerships

Define customer health scoring, retention metrics, and early warning systems that enable proactive intervention

Create customer-facing materials (onboarding guides, success frameworks, case studies) in partnership with Marketing, RevOps, Product and Solutions Consulting teams

Surface customer insights and feedback to inform Product roadmap, Marketing positioning, and Sales strategy

Operate with autonomy once engagements and campaigns are scoped, coordinating with internal teams to ensure delivery excellence

Work in very close coordination with Product on both strategy and execution for bringing new, emergent products to the market in a way that benefits both the customer and Firsthand

Accountable for coordinating and managing outcomes of the cross-functional team required for delivery, particularly for complex implementations and programs that engage multiple internal and external stakeholders

Partner with Marketing and RevOps to translate customer insights into refined messaging, case studies, and demand generation materials

Act as the voice of the customer internally, ensuring their needs inform how we build, package, and deliver our products

Qualification

B2B customer successAccount managementDigital marketingAI/ML product knowledgeProject managementStrategic planningCustomer insightsOperational excellenceCross-functional collaboration

Required

10+ years of experience in B2B customer success, account management, or customer operations, ideally in digital marketing, ad tech, or SaaS

Proven track record of driving Net Revenue Retention >120% through systematic expansion motions

Comfortable operating at the executive level (engaging with VP/C-suite stakeholders) and in the operational details (coordinating delivery teams, troubleshooting implementations)

Experience building customer success functions from scratch: you don't need a playbook handed to you, you create the playbook

Ability to navigate ambiguity, particularly when working with new products or pioneering use cases where best practices don't yet exist

Commercially savvy and understand how to identify expansion opportunities and articulate value in terms that matter to customers

Thrive in cross-functional environments and can build trust quickly with Sales, Product, Solutions Consulting, and Marketing teams

Strong project management skills and can coordinate complex, multi-stakeholder implementations

Previously been directly accountable for the successful delivery of complex, cross-functional customer programs, even if you were not executing every component yourself

Demonstrable knowledge of the digital advertising, marketing technology, and AI/ML product environments