Global Customer Success Director
Global Customer Success Director
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
This is a remote position.
The Global Customer Success Director will define and lead Dengage s global customer success strategy overseeing regional teams to maximize customer retention product adoption and satisfaction across all markets. This strategic leader will ensure world-class customer experiences drive measurable business outcomes (renewals expansion advocacy) and foster a high-performance customer-centric culture. The role requires close collaboration with product sales technical and executive teams to align customer success with company goals and deliver continuous value to Dengage s SaaS clients.
Strategic Leadership
Develop and execute the global customer success vision strategy and operational plans to drive customer engagement satisfaction and retention.
Set and monitor KPIs for customer health adoption retention and expansion ensuring alignment with business objectives.
Build and lead a high-performing geographically distributed customer success team including regional heads and Customer Success Managers.
Customer Lifecycle Management
Oversee all stages of the customer journey from onboarding and training to renewal and advocacy.
Optimize onboarding and lifecycle processes to ensure seamless customer experiences and rapid time-to-value.
Monitor customer usage data and engagement metrics to identify trends risks and opportunities for proactive support.
Customer Advocacy & Relationship Management
Serve as the executive sponsor for key global accounts maintaining close relationships with strategic customers and acting as a trusted advisor.
Advocate for customer needs within the organization ensuring their feedback informs product development and service improvements.
Address escalated client issues with urgency orchestrating resources across the company as appropriate.
Team Development & Operational Excellence
Recruit mentor and develop regional Customer Success leaders and teams fostering a culture of continuous improvement and customer-centricity.
Define and optimize internal processes tools and best practices for customer success at scale.
Collaborate cross-functionally with sales product technical and marketing teams to drive holistic customer outcomes and align on growth opportunities.
Growth & Expansion
Identify and drive upsell and cross-sell opportunities working with sales and account management to expand customer relationships.
Develop and implement strategies to reduce churn and increase Net Promoter Score (NPS) customer health and lifetime value.
Reporting & Insights
Track and report on customer success metrics providing actionable insights to executive leadership and other stakeholders.
Leverage customer feedback and data to inform strategic decisions and continuous improvement initiatives.
Requirements
10 years of experience in customer success account management or related leadership roles within SaaS or digital marketing environments.
Proven experience leading global or multi-regional teams with a track record of driving customer retention adoption and satisfaction.
Strong technical acumen and ability to communicate complex concepts to diverse audiences.
Excellent leadership communication and interpersonal skills with the ability to inspire and motivate teams.
Strategic thinker with robust analytical problem-solving and decision-making abilities.
Bachelor s degree in business marketing or a related field required; advanced degree preferred.
Benefits
- Work at the cutting edge of marketing technology and customer engagement
- Be a part of a collaborative innovative and fast-paced environment with global teams
- Opportunities for continuous learning and professional development
- Competitive salary and benefits package
Qualifications: - Strong interpersonal skills with the ability to work effectively with diverse clients and team members. - Exceptional problem-solving abilities with a focus on efficiency. - Effective communication skills, both verbal and written, to engage with stakeholders at all levels. - Proactive attitude with a commitment to learning and professional growth. - Ability to prioritise tasks, take ownership, and deliver results in a fast-paced environment. - Collaborative mindset with the capacity to work independently and within a team. - Working knowledge of SQL, Javascript, Databases, APIs, and HTML. - Previous experience in technical support or integration roles, preferably in a client-facing capacity. - Demonstrated history of successful client issue resolution. - Graduation degree preferred in a relevant field such as Computer Science, or IT. - Proficiency in English is must
Employment Type
Full Time
