Customer Success Director

About The Role

CallMiner has evolved from a leader in conversation intelligence to a provider of the world's most comprehensive AI-powered Customer Experience (CX) automation platform. We are seeking a Customer Success Director to join our success team and lead the strategy, execution, and measurable value realization for a portfolio of our customers.

Primary Responsibilities

• Manage ACV portfolio up to $10M
• Engage strategic accounts with expanding platform coverage and integrations
• Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI
• Engage technical, operational, and executive stakeholders through targeted communication and strategic calls
• Maintain program-level relationships with customer executives
• Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies
• Manage renewals and expansion planning for assigned accounts
• Mentor Customer Success Managers to elevate strategic delivery quality
• Travel up to 30% for customer on-site needs
• Monitor account health and success metrics in Gainsight

Requirements

• 5+ years in customer success, account management or client relations
• Strategic account management expertise
• Deep CX automation & integration experience
• Persona-based engagement across multiple stakeholder levels
• ROI storytelling ability
• Renewal strategy leadership
• Cross-functional project management
• Business analysis & planning
• Negotiation & Influence skills
• Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot, or similar) to support daily work tasks
• Able to interpret and adapt AI generated content to meet project or client needs, applying judgment and domain knowledge
• Understands the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context
• Professional community engagement skills
• Short-form video and expert coaching production
• Able to challenge assumptions in customer strategy to ensure focus on value driven ROI
• Identify risks early; embed mitigations into strategic plans

Preferred Skills

• Industry specialization in one or more of the following areas (Healthcare, FinServ, Utilities, Consumer Goods & Services, Retail, B2B Services, or Telco)
• Experience leading multi-platform integrations
• Bilingual speaker (Spanish preferred)
• Prior leadership experience in Customer Success within a SaaS environment
• Experience in AI/ML-enabled products and customer journey optimization