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As the Director of Customer Success in the Midwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.
Responsibilities:
Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers in one of our largest regionsTalent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.Customer Success: Ensure high NPS, product adoption, use case alignmentThought Leadership: Become an expert in digital experience analytics & change managementContinuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.Strategic Relationships: Develop executive relationships, support business reviews & value alignment.Skills & Experience:
Experience: 10+ years in a consultative customer-facing role in software or consulting; 5+ years in first-line management.Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.How You & Your Team Will Be Measured:
Team EngagementGross RetentionExpansionProduct Adoption
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