Our client is looking to hire an Associate Director of Customer Success to lead strategic enterprise relationships while helping shape and scale their growing CS function. This is a senior-level role requiring strong executive presence, operational discipline, and the ability to partner cross-functionally to drive retention, adoption, and long-term client value.
Responsibilities:
- Lead strategic relationships across a portfolio of enterprise clients as a senior trusted advisor
- Develop and execute customer success strategies to improve retention, adoption, satisfaction, and growth
- Coach and mentor Customer Success Managers to elevate team performance and consistency
- Partner with Sales, Product, Support, Operations, and Leadership on priorities, escalations, renewals, and expansion
- Oversee executive business reviews and high-impact customer meetings
- Proactively identify account risks and drive mitigation plans
- Build and refine scalable onboarding, adoption, and escalation management processes
- Analyse customer health data and team performance metrics to drive operational improvement
- Serve as the internal voice of the customer across cross-functional stakeholders
Requirements:
- 8+ years in Customer Success, Account Management, Consulting, or a similar enterprise-facing role
- 2+ years leading or mentoring customer-facing teams
- Experience in SaaS, payments, or technology - payments background strongly preferred
- Demonstrated success managing senior stakeholder and executive-level relationships
- Strong analytical skills with experience using KPIs, health data, and reporting
- Excellent communication, presentation, and cross-functional influencing skills
- Willingness to travel 20% - 40%
If this sounds of interest, please apply here or send your resume to my email [email protected]