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Director, Customer Success Lead

2 months ago

New York County New York, United States Persado Full time
About the Role

We are seeking a seasoned professional to lead our Customer Success team as a Director, Customer Success. As a key member of our organization, you will be responsible for driving adoption and delivering business outcomes for our clients.

Key Responsibilities
  • Lead a customer success account team to drive adoption and deliver business outcomes for our clients.
  • Coach and support your team in developing and executing account plans that drive customer value realization.
  • Act as a trusted advisor to our clients, guiding them on their maturation journey and advocating for their outcomes.
  • Drive consistent engagement with Persado users, key champions, and executive sponsors within our clients' organizations.
  • Be a Persado expert on our product offerings, leading your team to educate and onboard new and existing teams/business units across the client on terminology, concepts, values, and principles related to the test and learn creative process.
Requirements
  • 10+ years of relevant experience, including 3+ years of managerial experience, at a high-growth Enterprise SaaS company or equivalent experience in digital agencies working with Enterprise customers.
  • Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, etc.), being seen as a trusted advisor.
  • Experience working on client proposals; you are also a natural storyteller.
  • Data-driven; seeks out solutions & defends decisions with data and is very comfortable with financial business cases, ROI calculations, and data analysis.
  • Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
  • Presents very organized and structured thinking for planning and execution purposes.
  • Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
  • Strong foundational understanding of the digital marketing ecosystem, including email marketing, social, e-commerce, mobile commerce, display advertising, etc.
  • Good at managing multiple workstreams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.