Arbetsbeskrivning

The role

We’re looking for a Director of Customer Success to lead and scale our enterprise customer relationships. In this role, you’ll manage a small, high-impact team while personally overseeing a large book of business made up of enterprise customers. You’ll play a critical role in driving customer value, retention, and expansion for AI-powered solutions.

This is a hands-on leadership role for someone who thrives at the intersection of strategy, execution, and customer engagement.

What you'll do

• Lead, coach, and develop a small team of Customer Success Managers, including onboarding and training, ongoing support, and performance management
• Own and manage a large portfolio of enterprise customers across the Americans, serving as a senior strategic partner, being responsible for full lifecycle of the relationship from initial onboarding to renewal and upsell
• Drive customer outcomes across onboarding, adoption, renewals, and expansion
• Project manage customer implementations, coordinating across to teams to scope and deploy AI solutions for customer support, including integrations with external systems (e.g. CRMs, ERPs, CCaaS systems, eCommerce platforms)
• Partner closely with Sales, Product, and Engineering to deliver value and influence roadmap priorities
• Maintain executive-level relationships with all key customers in the Americas, traveling for onsite business reviews and workshops in United States and Canada
• Key focus on selling and implementing AI Voice Assist solutions for customer support call centre teams
• Identify and mitigate risk across entire team’s portfolio, optimizing NRR growth and forecasting any potential revenue churn
• Support marketing and sales by speaking at events and hosting client webinars to highlight success stories and platform capabilities
• Act as an executive sponsor for key accounts, engaging with senior stakeholders
• Establish best practices for enterprise CS motions, especially in AI-driven CX solutions
• Identify risks and opportunities across the customer base and take proactive action

What we're looking for

• 9–10 years of experience in customer-facing roles within SaaS, ideally AI-based SaaS
• At least 4 years of experience working with AI solutions in customer experience (CX)
• Proven experience selling and implementing AI voice solutions for enterprise customers
• Strong background managing a large enterprise book of business
• Prior experience leading and mentoring a small team
• Comfort working with complex, technical products and senior enterprise stakeholders
• Excellent communication, executive presence, and problem-solving skills
• Experience working with contact centers or customer experience platforms
• Experience with value-based success frameworks and enterprise renewals
• Background in fast-growing or scaling SaaS environments