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XR Extreme Reach · 23 hours ago

Director, Customer Success

New York, NY

Full-time

Onsite

Lead/Staff, Director/Executive

$130K/yr - $160K/yr

3+ years exp

XR Extreme Reach is on a mission to transform how the world creates, connects, and experiences advertising. The Customer Success Team Lead will support the VP of Customer Success in driving client satisfaction, retention, and growth while leading a team of Customer Success Managers and ensuring exceptional client experiences.

AdvertisingMarketingSaaSVideo Advertising

Responsibilities

Lead and mentor a team of Sr. CSMs and CSMs, providing regular guidance, performance feedback, and professional development support

Serve as a day-to-day resource and escalation point for the team, ensuring consistent delivery of best-in-class client service

Collaborate with the VP of Customer Success to align team objectives with department goals

Support hiring, onboarding, and training of new CSMs to maintain high performance and engagement

Foster a positive, collaborative team culture focused on growth, accountability, and innovation

Own relationships with key enterprise and recurring revenue clients, acting as a strategic advisor and senior point of contact post-sale

Focus on retention of accounts, fostering key relationships with client contacts

Develop and execute customized Customer Success plans with proactive touchpoints (weekly, monthly, or quarterly) to drive engagement, adoption, and retention

Conduct onboarding and product training sessions for new clients and provide ongoing education on XR's offerings

Understand client business goals, workflows, and challenges to deliver measurable value and influence long-term success

Partner with Sales to identify and support upsell and cross-sell opportunities that align with client needs

Use analytical tools to track engagement, adoption, and business outcomes, sharing insights and recommendations with clients and internal teams

Represent the Voice of the Customer (VOC) in discussions with Product, Marketing, Sales Operations, and Technical Support teams

Support the development and improvement of processes, playbooks, and workflows to enhance efficiency and client experience

Assist in the creation and delivery of Quarterly Business Reviews (QBRs) with key clients, ensuring data-driven insights and actionable outcomes

Act as a Subject Matter Expert (SME) on specific clients or processes, guiding internal teams on best practices

Support the renewal process by ensuring high client satisfaction and identifying expansion opportunities

Collaborate with Sales on account growth initiatives, ensuring proposed solutions align with the client's objectives and budget structure

Monitor and report on key client metrics (usage, engagement, satisfaction) and proactively mitigate churn risks

Qualification

Customer Success ManagementCRM SystemsTeam LeadershipClient Relationship ManagementData VisualizationAdvertising Industry KnowledgeStrategic Problem-SolvingEmotional IntelligenceOrganizational SkillsCommunication Skills