Manager - Customer Success

The ideal candidate for the Customer Success Director position should have at least 15 years of experience in customer success, account management, or related roles, with a significant portion of that experience being in the SaaS industry. A proven track record of leading a Customer Success Management (CSM) team for a minimum of 4 years and achieving high-performance results is essential. The candidate should possess strong relationship-building skills with enterprise-level customers, excellent communication abilities to interact with executives and stakeholders, and hands-on experience with Salesforce and Gainsight for managing customer success operations and data insights. Additionally, the candidate should be adept at using data and analytics to drive customer success decisions and improve key performance indicators. Familiarity with SaaS solutions, APIs, and integrations is required, along with a bachelor's degree in Business, Technology, or a related field. As the Customer Success Director, you will be responsible for leading, mentoring, and developing a team of Customer Success Managers (CSMs) to ensure consistent performance and growth. Setting and tracking team goals, key performance indicators (KPIs), and performance metrics will be crucial, along with fostering a culture of accountability, collaboration, and continuous improvement within the team. You will define and implement strategies to enhance customer engagement, product adoption, and retention rates, as well as develop success plans for key accounts with measurable outcomes. Collaborating with cross-functional teams such as Sales, Product, and Support to align on customer goals and deliver exceptional customer experiences will also be part of your responsibilities. Acting as an executive sponsor for strategic accounts, overseeing Quarterly Business Reviews (QBRs)/Executive Business Reviews (EBRs) to assess progress and gather feedback, and identifying opportunities for customer advocacy will be integral to the role. You will also be responsible for standardizing and scaling customer success processes, analyzing customer data to provide actionable insights, delivering regular reports to leadership on customer health, churn risks, and renewal/upsell opportunities, proactively identifying churn risks, and driving upsell and cross-sell opportunities. At GlobalLogic, we offer a culture of caring that prioritizes people, continuous learning and development opportunities, interesting and meaningful work on impactful projects, balance and flexibility in work arrangements, and a high-trust organization that values integrity and ethical practices. As a trusted digital engineering partner, GlobalLogic collaborates with forward-thinking companies to create innovative digital products and experiences, transform businesses, and redefine industries through intelligent products, platforms, and services.,