Director-Customer Success

Overview

Lead and grow customer success for AI/Cloud solutions, driving adoption, retention, growth.

Key Responsibilities

• health monitoring
• adoption
• onboarding
• relationship management
• cross collaboration
• customer voice

Tasks

-Customer Health Monitoring: Establish and track customer health metrics, proactively addressing risks and identifying opportunities for expansion. -Team Leadership & Development: Build, mentor, and scale a high-performing customer success team with a culture of accountability, empathy, and excellence. -Relationship Management: Build trusted advisor relationships with key stakeholders across enterprise clients, ensuring alignment with their strategic objectives. -Cross-Functional Collaboration: Work closely with Sales, Product, Engineering, and Support teams to ensure a unified and responsive customer experience. -Customer Success Strategy & Execution: Develop and implement a scalable customer success strategy aligned with business goals, ensuring high levels of customer satisfaction, retention, and growth. -Voice of the Customer: Champion customer feedback internally to influence product development, service improvements, and strategic decisions. -Adoption & Value Realization: Drive product adoption and usage by identifying opportunities to deliver additional value through AI and Cloud capabilities. -Client Onboarding & Enablement: Design and oversee seamless onboarding processes that accelerate time-to-value and ensure customers are set up for long-term success.

Requirements

• ai/ml
• cloud
• crm
• 10+ years
• communication
• customer retention

What You Bring

-Exceptional communication, stakeholder management and problem-solving skills. -Experience building and scaling customer success teams in high-growth environments. -Familiarity with customer success platforms, CRM systems and data-driven decision-making. -Strong understanding of AI/ML technologies, cloud infrastructure and enterprise IT landscapes. -Strategic thinker with a hands-on approach and a passion for innovation. -Proven track record of driving customer satisfaction, retention and expansion in complex, high-value accounts. -10+ years of experience in customer success, account management, or client services, preferably within AI, Cloud, or enterprise SaaS environments. -High level of integrity, empathy and customer-centric mindset.

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About Damac Properties

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