Job Description:

As the Director of Customer Success, you will lead and oversee the customer success and account management team to drive customer satisfaction, retention, and revenue growth. With your deep understanding of customer success principles, proven leadership skills, and strategic mindset, you will develop and execute strategies to maximize customer outcomes and foster long-term partnerships. Your primary goal will be to ensure that our customers achieve their business objectives, contributing to the overall success and growth of the company.

Key Responsibilities:

- Develop and implement a customer success strategy aligned with the company's goals and objectives.

- Lead, mentor, and manage a team of customer success managers, providing guidance, training, and support to optimize their performance.

- Drive customer satisfaction, retention, and expansion through effective management of the customer lifecycle.

- Collaborate closely with sales, product, and other cross-functional teams to align customer success strategies and deliver exceptional customer experiences.

- Establish and monitor key performance metrics, including customer satisfaction scores, renewal rates, upsell/cross-sell opportunities, and customer health scores.

- Develop and maintain strong relationships with key stakeholders, serving as a trusted advisor to executive-level clients.

- Identify and implement process improvements to enhance the efficiency and effectiveness of the customer success function.

- Stay up-to-date with industry trends, market conditions, and customer needs to inform strategic decision-making and improve customer success programs.

- Drive customer advocacy initiatives, including case studies, testimonials, and referrals, to showcase the value and success of our services.

- Collaborate with marketing and sales teams to develop customer success content and resources that educate and support our customer base.

- Represent the company at industry events and conferences, actively networking and promoting our customer success programs and achievements.

Qualifications:

- Bachelor's degree (preferred).

- Minimum of 7 to 10 years of experience in customer success, account management, or a related role, preferably within the logistics or cargo industry.

- Proven track record of success in leading and managing customer success teams, driving customer satisfaction, retention, and revenue growth.

- Strong knowledge and understanding of customer success principles, strategies, and best practices.

- Exceptional leadership and people management skills, with the ability to inspire and motivate teams to achieve their goals.

- Strategic thinker with the ability to develop and execute customer success plans that align with business objectives.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

- Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.

- Familiarity with CRM software and customer success tools.

- Strong business acumen and understanding of the cargo or logistics industry.

- Passion for customer success and a commitment to delivering exceptional customer experiences.

- Willingness to travel occasionally for client meetings and industry events.