Director, Customer Success Central Region

Description

DIRECTOR, CUSTOMER SUCCESS

(Central Region)

Location:

Remote, USA (Central States)

Employment Type:

Full-TimeCompensation:

$158,500k - $198,250k (Range applies to US candidates only) + Benefits/Variable Comp - Range may vary based on experience.

Benefits Offered:

Vision, Medical, Life, Dental, 401K Summary The Director, Customer Success is a vital leadership role responsible for ensuring that every customer within their designated region becomes a reference and a success. This role leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent measurable customer outcomes.

Reporting to the Senior Director of Customer Success, the Director, Customer Success is accountable for shaping and executing regional customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. As a trusted customer advocate and consultative leader, this individual ensures customers realize meaningful value from their investment across the full lifecycle, from onboarding through ongoing engagement and renewal.

Aligned with the Regional Sales Leader, the Director, Customer Success provides strong people leadership while maintaining deep visibility into customer health and execution. They partner closely with Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Director, Customer Success amplifies the voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during escalated situations involving different internal teams. Central Region CoverageOur Central Region consists of the following states: Illinois (IL), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Michigan (MI), Minnesota (MN), Missouri (MO), Nebraska (NE), Ohio (OH), and Wisconsin (WI).The successful candidate is expected to reside in one of these states, as regional proximity enables stronger executive relationships through inperson engagement, supports faster onsite response during escalations, provides deeper insight into the local enterprise market, ensures close alignment with Regional Sales leadership, and helps minimize travel demands-allowing greater focus on driving strategic customer outcomes. Primary Duties and Responsibilities Regional Strategy & ExecutionLead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.

Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.

Strategize with CS leadership and Sales RVP across assigned region.

Deliver deep and actionable internal QBRs to CS and Sales Leadership.

Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.

Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decisionmakers and influencers across the customer base, promoting mutual success and long-term partnership across your region.

Customer Portfolio ManagementOversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention.

Build, maintain, and execute comprehensive account plans, partnering with internal resources to deliver value throughout the customer lifecycle.

Team Leadership & DevelopmentDirect, mentor, and develop a team of Senior Managers and Customer Success professionals.

Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.

Lead and coach team in achieving business goals including maintaining a high GRR, increasing NRR, identifying expansions, and driving KPIs including day-to-day activities leading to the main goals and utilizing tools to track communication and updates from Customers.

Risk Management & AdvocacyProactively identify and mitigate risks to customer satisfaction, growth, and renewal.

Serve as the escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.

Governance & Process ExcellenceDevelop and refine regional governance programs, including onboarding, success strategy meetings, and regular business reviews.

Ensure the execution of key initiatives that help customers realize measurable value from their investment.

Reporting & InsightsMonitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.

Continuous ImprovementLead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes.

Promote knowledge sharing, mentor new hires, and support professional development across the team.

Internal Cross-Functional CollaborationIntegrate the functions of Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs and drive business objectives.

Champion the voice of the customer across all departments and ensure feedback is incorporated into product and service enhancements. Required Education and Experience Bachelor's degree in Business, Finance, Information Systems, or a related field; an advanced degree may be considered in lieu of professional experience.10+ years in a related function with direct customer advocacy and engagement experience.

Minimum of 5 years of experience in Customer Success, Consulting, Account Management, or... For full info follow application link.