Director Of Client Success

Director Of Client Success – London/Paris/New York

Do you want to be part of an international team? Does the idea of working for a forward thinking company excite you?

I am searching on behalf of my client for a technically-minded and client-oriented Director of Client Success Management. This role would start as a player-coach who can manage existing clients, while implementing process improvements and tools to streamline our management of clients moving forward.
This position can be based in New York, Paris or London, and the CSM team includes hubs in Singapore as well. Collaboration with the rest of the Client Success organization is critical for the success of this role; as such, flexibility with working hours will be required in order to have meetings with these different time zones.

What the role looks like;

• Build, structure, and mentor the worldwide team of Client Success Managers
• Define KPIs and metrics to ensure the team’s success, as well as processes and tools that should be put in place to achieve the team goals
• Work cross-functionally with the Product, Sales, and other Client Success teams to quantify product value generation for clients
• Ensure engagement throughout our end-user base through client onboarding, training, and regular check-ins
• Inform and guide the product team on feature prioritization for maximum client/prospect value generation / develop voice of the client programs internally
• Build strong relationships to ensure client advocacy of our product and services
• Manage individual accounts by ensuing client onboarding, training, ongoing engagement, touchpoints and executive business reviews.

What we want from you;

• 4+ years of management experience, managing a Client Success team in a SaaS company
• Experience managing an international team
• Track record of success implementing and improving processes over time
• Experience engaging with C-level executives (internal and external)
• Empathetic, positive attitude – excited to contribute to a positive team culture
• Ability to partner cross-functionally, across time zones while providing timely updates to internal stakeholders
• Strong organizational skills with the ability to prioritize and meet client-driven deadlines
• Bonus if you have shipping operations experience!

Location: New York, London Or Paris

Please note you will require right to work for the respective location which you apply for as sponsorship will not be provided.

Navis is acting as an Employment Agency in relation to this vacancy.

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