Director of Enterprise Customer Success
Director of Enterprise Customer Success
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Job Description
At Mews were on an exciting journey of rapid growth expanding our product offerings and redefining what it means to be a trusted partner for our customers. We are seeking a (Senior) Director of Customer Success to lead and manage relationships with some of our largest accounts globally.
In this high-visibility leadership role youll be responsible for ensuring our customers achieve maximum value through our solutions driving value realization and lifetime value for our expanding product suite. This role offers the unique opportunity to shape the future of Customer Success at Mews with a strong focus on scaling processes and building a high-performing team as we continue to grow quickly.
Reporting directly to the VP of Deployment and Client Engagement you will oversee our Enterprise Customer Success team fostering a collaborative culture while driving cross-sell and upsell opportunities. This is an exciting opportunity for a leader with a builder mindset who thrives on making a strategic impact while scaling teams and processes globally.
This role will require regular travel to engage with customers and understand their needs strengthening relationships to ensure we continue to be a valued partner.
Your mission should you choose to accept it:
- Lead our Enterprise Customer Success strategy with a builder mindset designing and implementing processes that scale with the growth of the business while delivering consistent high-value customer success outcomes.
- Drive cross-sell and upsell opportunities across Mews diverse product offerings ensuring customers unlock the full potential of our solutions.
- Build and develop a strong experienced 10 Customer Success team fostering a positive people-oriented culture that emphasizes coaching talent development and team collaboration.
- Coach and mentor team to provide guidance on complex customer situations and strategic decision-making.
- Cultivate senior-level customer relationships managing the delivery of exceptional service for strategic high-profile accounts.
- Collaborate cross-functionally with product marketing sales and leadership to ensure Customer Success initiatives align with overall business strategy.
- Use data-driven insights to continuously improve customer success processes and provide valuable feedback to the product team for future developments.
- Act as a key voice for the customer within the company ensuring their feedback is integrated into product roadmaps and strategic decisions.
Youll be a great fit if you bring a few of the below with you:
- Proven experience leading global SaaS Enterprise customer success teams in a multi-product environment.
- Experience managing Enterprise accounts ($1mn ARR) across deployment and customer success with a focus on long-term strategic partnerships and value creation.
- A builder mindset with a demonstrated ability to develop scalable processes while ensuring excellent customer experiences.
- Excellent analytical skills with the ability to leverage data to drive both business strategy and cross-sell and upsell initiatives based on customer insights
- Monitor and analyze key performance metrics including customer churn and revenue expansion providing regular reporting for C-level consumption and forecasting.
- Strong people management and leadership skills with a proven ability to coach develop and inspire high-performing teams.
- Experience collaborating cross-functionally with product marketing and sales teams to drive customer success.
- Fintech experience is a plus especially in industries focused on cost optimization and growth.
Required Experience:
Director
Employment Type
Full Time
