Director Customer Success Management

The Director of Customer Success Americas is an experienced Customer Success leader responsible for bringing a strategic vision proven methodologies and an innovative approach to lead the North America and LATAM Customer Success teams at Forcepoint. This role will report to the Global VP of Customer Success and will be responsible for driving customer satisfaction retention and growth.

The ideal candidate will have an action mindset be excited by the idea of tackling unique challenges and thrive in a fastmoving transparent valuesdriven leadership team while enabling both customer and company success.

Key Responsibilities:

Customer Success Strategy:

• Bring a deep understanding of SaaS business models how subscriptionbased businesses operate and the importance of customer retention.
• Refine and execute a comprehensive regionspecific customer success strategy to drive customer adoption retention and expansion.
• Represent an experienced point of view on how to optimize the customer lifecycle through standardized interventions for each stage.
• Drive customer lifetime value (ARR GRR NRR) by defining the customer journey and deploying programs to help customers achieve their goals.
• Collaborate with sales teams to engage with leaders at prospective and existing customers to define goals and leverage our products and services to achieve them.
• Identify opportunities for continuous improvement within the Americas and provide input for the global CSM leadership team.
• Strike the right balance for the services and support offered to our broad range of customer segments (Large Enterprise Midmarket SMB).

Team Leadership:

• Lead mentor and grow a team of Customer Success Managers fostering a highperformance culture focused on customer outcomes.
• Foster collaboration within the team and with internal and external stakeholders to ensure a seamless customer experience.
• Ensure that new team members are onboarded quickly and effectively. Encourage continuous learning within the team.

Customer Advocacy:

• Promote a customercentric mindset and influence internal stakeholders to prioritize customer outcomes.
• Be a strong advocate for customers in the region ensuring their needs and feedback are championed and communicated across the organization.

Performance Metrics:

• Ability to link customer success to company financials: You should be able to demonstrate the ROI of customer success initiatives and their impact on the companys bottom line.
• Monitor and ensure accountability for key performance indicators (KPIs) such as Net Revenue Retention (NRR) Net Promoter Score (NPS) Customer Time to Value (CTTV) and CSM customer engagement.
• Help the team understand the importance of CSM KPIs coach team members who need help and be decisive when needed.

Crossfunctional Collaboration:

• Work closely with sales product and marketing teams to align customer success initiatives with business objectives.
• Partner with the renewals team to align on quarterly goals and targets.

Requirements:

• 7 or more years in a customer success role with extensive experience in customer success best practices and methodologies.
• 5 or more years in a people management position with progressive experience having managed other managers. Experience leading teams of 10 people with a proven ability to manage and motivate team members to achieve their goals and develop their skills.
• Experience managing remote and distributed teams across different locations countries and time zones.
• Excellent communication and presentation skills. Ability to present customer success strategies and results to Clevel executives.
• Excellent verbal and written communication demonstrating the ability to effectively communicate with customers team members and executives. Skilled at influencing through persuasion negotiation and consensus building.
• Skill in managing difficult customer conversations with a demonstrated ability to navigate complex customer situations and resolve issues diplomatically.
• Analytical and processoriented mindset.
• Basic data analysis skills. Comfortable using Excel and similar tools to analyze data to identify trends and insights that inform customer success strategies.
• Familiarity with the use of CRM systems (e.g. Salesforce HubSpot) to manage customer data and track interactions.
• Familiarity with customer success platforms (e.g. Gainsight ClientSuccess) and how to use them tactically and strategically.
• Bachelors degree or equivalent experience in a relevant field; preference for computer science or related degrees.

Key Deliverables:

• Increase renewal and expansion rates and reduce churn.
• Expand revenue through crosssell and upsell opportunities.
• Drive new business growth through customer satisfaction advocacy and overall health scores.
• Retain and recruit top talent upleveling the ability of the Americas team.

Forcepoint is committed to fair and equitable compensation practices. The salary and variable compensation range for this role is 152600..00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including but not limited to location experience and performance.The range listed is just one component of Forcepoints total compensation package for employees. Other rewards may include bonuses paid time off policy and many regionspecific benefits.