Customer Success Director

4 days ago


New York, New York, United States Pion Full time
About the Role

We are seeking a Customer Success Director to join our team, working closely with go-to-market teams to grow and retain well-known brands. Your focus will be on client retention and renewal, supporting the account management team in enabling clients to understand the value we bring to their business.

As a key member of our team, you will liaise with our brands to understand their goals and aims through success planning workshops, updating them on progress and using monthly and quarterly business reviews to maintain accountability and ensure alignment with their strategic aims.

You will also utilise your customer knowledge to identify revenue opportunities for the Account Management team and ensure the best standard of contact and planning to mitigate any issues that may lead to churn.

A strong understanding of data and metrics is required, as you will use these regularly to advise and make decisions. Additionally, you will have experience in stakeholder management both internally and externally, being proactive and comfortable with targets.

Key Responsibilities
  • Liaise with brands to understand their goals and aims via success planning workshops
  • Update clients on progress, using monthly and quarterly business reviews
  • Utilise customer knowledge to identify revenue opportunities
  • Identify brands at risk of churn and implement strategies to mitigate this
Requirements
  • Strong strategic mindset
  • Ability to use data and metrics regularly
  • Experience in stakeholder management
  • Proactive and comfortable with targets

We estimate the salary for this role to be around £60,000 - £80,000 per annum, depending on experience.



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