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Customer Success Director

3 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
CallMiner

CallMiner

CallMiner is the global leader in conversation intelligence, providing cloud-based conversational analytics solutions to improve agent performance and customer experience across all contact channels. Their platform, powered by artificial intelligence a...

Professional Services
251-1K
Founded 2002
$159M raised
View All Jobs 2

Description

  • Manage a portfolio of strategic accounts with ACV up to $10M.
  • Create and execute Strategic Success Plans aligned to customer objectives and measurable ROI.
  • Drive expanded platform adoption and integration across assigned accounts.
  • Engage technical, operational, and executive stakeholders through strategic communication and customer calls.
  • Maintain relationships with program leads and executive sponsors at the customer level.
  • Collaborate with Customer Success Managers, Sales Executives, Account Managers, and other cross-functional teams to support retention and growth goals.
  • Manage renewals and expansion planning for assigned accounts.
  • Translate market insights into actionable portfolio strategies.
  • Mentor Customer Success Managers to improve the quality of strategic delivery.
  • Monitor account health and success metrics in Gainsight.
  • Travel up to 30% to support on-site customer needs.

Requirements

  • 5+ years of experience in customer success, account management, or client relations.
  • Strong strategic account management experience.
  • Deep experience with CX automation and integrations.
  • Ability to engage multiple stakeholder levels using persona-based communication.
  • Ability to tell ROI-focused stories and influence customer decisions.
  • Experience leading renewal strategy and cross-functional projects.
  • Strong business analysis, planning, negotiation, and influence skills.
  • Demonstrated ability to use AI-powered applications such as ChatGPT, Bard, MS Copilot, or similar to support daily work tasks.
  • Ability to craft effective prompts and adapt AI-generated content using judgment and domain knowledge.
  • Understanding of the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context.
  • Professional community engagement skills.
  • Experience producing short-form video and expert coaching content.
  • Ability to challenge assumptions in customer strategy and identify risks early with mitigation plans.
  • Industry specialization in one or more of the following: Healthcare, FinServ, Utilities, Consumer Goods & Services, Retail, B2B Services, or Telco (preferred).
  • Experience leading multi-platform integrations (preferred).
  • Bilingual Spanish speaker preferred.
  • Prior leadership experience in Customer Success within a SaaS environment preferred.
  • Experience with AI/ML-enabled products and customer journey optimization preferred.

Benefits

  • Comprehensive medical, dental, and vision benefits.
  • Life and disability insurance.
  • Fitness and tuition reimbursement programs.
  • 401(k) matching.
  • Generous PTO, including an annual volunteer day.
  • Paid maternity and parental leave.
  • Inclusive and equitable workplace culture.
  • Work-life balance emphasis with flexible benefits coverage options.

Interested in this position?

Apply directly on the company website

Apply Now

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