Director - Customer Success & Revenue

Role Overview: As the Director/Senior Director of Customer Success at GoKwik, your role is crucial in driving retention, expansion, and long-term growth for the KwikEngage vertical. You will lead a high-performing team of 30+ Customer Success Managers (CSMs), manage a $30M+ ARR book of business, and implement strategies to reduce churn, grow accounts, and meet the vertical's P&L objectives. This leadership position requires setting strategies, achieving outcomes, and establishing trusted relationships with strategic brands in the ecosystem. Key Responsibilities: - Design and execute a robust Customer Success strategy aligned with KwikEngage's P&L and GoKwik's overall objectives - Manage and grow a $30M+ ARR portfolio through renewals and upsells, consistently meeting expansion and retention targets - Mentor and scale a team of 30+ CSMs, fostering a culture of accountability and empowering them to drive impact at scale - Act as a trusted advisor to C-level stakeholders at high-value accounts, strengthening long-term partnerships - Develop deep expertise in KwikEngage, guiding customers through technical adoption and new use cases - Collaborate closely with Product, Sales, and Marketing teams to ensure seamless handoffs, influence the product roadmap, and align on customer needs - Establish scalable processes, success metrics, and feedback loops to maximize operational excellence and impact Qualifications Required: - 8 - 13 years of experience in Customer Success/Account Management, including at least 5 years in a senior leadership role managing teams of 30+ - Proven track record of managing and growing a $30M+ ARR book of business through renewals and expansions - Strong technical acumen to engage confidently in API/integration discussions and product architecture conversations - Results-driven leader with a history of meeting or exceeding retention and revenue goals in a high-growth SaaS/eCommerce environment - Exceptional leadership, communication, and stakeholder management skills, particularly with C-suite executives - Strategic thinker with an analytical mindset and strong problem-solving abilities *Note: The job description also includes additional details about GoKwik, highlighting the company's mission to address challenges faced by digital-first brands and its impact on eCommerce growth through innovative solutions.,