Customer Success Director
Informa TechTarget · Newton, MA · 2 wk ago
On-siteCustomer ServiceFull-time
About the role
This position is based in our Newton, MA, Washington DC, or New York City office.
Responsibilities
- Develop and execute strategic account plans in collaboration with Account Directors and Account Managers.
- Own executive-level relationships with Portfolio accounts, acting as a strategic partner to senior stakeholders.
- Provide leadership and mentorship to Customer Success Managers supporting Portfolio accounts.
- Drive customer advocacy and identify opportunities for expansion and upsell.
- Lead strategic business reviews and communicate value delivery to Portfolio customers.
- Monitor customer satisfaction and retention metrics, identifying trends and areas for improvement.
- Act as an escalation point for critical customer issues, ensuring resolution and long-term satisfaction.
- Collaborate with Product, Support, and Sales teams to advocate for customer needs and drive improvements.
- Contribute to the continuous improvement of the Customer Success function through process enhancements and best practices.
Qualifications
- 7+ years of experience in customer success, account management, or strategic leadership roles, preferably within Portfolio accounts.
- Proven track record of driving customer retention, satisfaction, and expansion.
- Strong leadership and people management skills.
- Experience working in a POD-style selling environment is a plus.
- Exceptional communication skills and executive presence.
- Ability to analyze complex data and translate insights into strategic actions.
- Expertise in customer success methodologies and tools such as Gainsight and Salesforce.