Job Description

As Relyance AI’s Sr. Director of Customer Success, you will oversee a global team of Customer Success Managers (CSMs) and Professional Services, including deployments, implementations, and Technical Account Managers (TAMs). You will be the escalation point for customers and will hold ownership of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) numbers.

Responsibilities

• Lead and manage a global team of CSMs and Professional Services
• Oversee the successful deployment and implementation of Relyance AI solutions
• Manage a team of Technical Account Managers (TAMs)
• Serve as the primary escalation point for customer issues
• Own and drive GRR and NRR
• Develop and implement comprehensive customer success strategies and processes
• Collaborate with cross-functional teams
• Analyze customer data and feedback
• Build and maintain strong relationships with key customers
• Monitor and report on key customer success and professional services metrics

Requirements

• 5+ years of experience in a customer success leadership role in a SaaS environment
• 5+ years in a highly technical post sales (TAM, Implementation, etc) leadership role
• 3+ years of experience leading global teams
• Proven experience overseeing professional services
• Strong leadership and team management skills
• Strategic thinker with a focus on driving customer retention, satisfaction, and growth
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions
• Strong problem-solving and conflict-resolution skills
• Experience with customer success platforms and tools
• In-depth understanding of customer success and professional services best practices and methodologies

Benefits

• No benefits