Senior Director - Customer Success

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Fragrance and Flavour Design Industry - Créateur et Producteur de Parfum et d'Arômes

5001 - 10000

Description

As the Senior Director of Customer Success, you will be responsible for driving the long-term success and satisfaction of our customers. • You will lead and scale a high-performing team of Customer Success Managers and work cross-functionally to ensure a seamless customer journey. • Your goal is to drive customer retention, expansion, and advocacy by delivering a best-in-class customer experience.

Requirements

12+ years of experience in Customer Success, Account Management, or similar roles in a SaaS or technology company. • 5+ years of experience managing and scaling high-performing teams, including leadership of senior managers. • Proven track record of building and leading Customer Success organizations at high-growth startups or technology companies. • Strong understanding of customer success metrics (e.g., NPS, churn, LTV, customer health) and strategies to drive measurable improvements. • Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives. • Experience mentoring and coaching teams, fostering a collaborative and customer-centric culture. • Data-driven decision-making approach, with the ability to analyze customer data and deliver actionable insights. • Hands-on experience with Customer Success software (e.g., Gainsight, ChurnZero) and CRM platforms (e.g., Salesforce). • Exceptional communication, presentation, and stakeholder management skills, with a proven ability to influence cross-functional teams.

Benefits

Flexible paid time off policy and 12 company-wide paid holidays • Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents • Medical, dental, and vision benefits coverage for employees and their families • 401K and employer match eligibility after one month of employment • Budget for learning & development, health & wellness, and home office setup • Paid parking or transit for hybrid and in office employees