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Sr. Director, Customer Success – Brand

Remote

Our client, a fintech brand in the Bay Area, is looking for a Senior Director of Client Success to work completely remote

Responsibilities

  • Be the GM for the business to drive usage of the company platform for increased adoption and growth.
  • This position is a high-profile customer-facing role requiring outstanding relationship management and program management skills to guide merchants successfully from deployment to operationalization.
  • This role reports to our SVP of Client Success.
  • Manage and be a GM for one of our largest key enterprise accounts fostering strategic, long-term business relationships
  • Identify the strategic priorities for the account and then prioritize, forecast, and enable execution
  • Drive strategic credit, marketing, product, operational, risk, and legal initiatives in a holistic manner to cross-functional execution and merchant satisfaction
  • Provide thought leadership and executive escalation to promote growth initiatives
  • Drive and measure key performance metrics of this account such as volume trends, upsells, at risk activities, pipeline management, and the overall health of the relationship.
  • Oversee commercial discussions, escalations, and strategic decisioning
  • Manage up to 4-5 client success managers as we scale / grow the business

Requirements

  • 15+ years of managing complex key enterprise customer relationships with a top 10 ecommerce website or has worked for a top 10 ecommerce site.
  • 5 years of directly managing account teams and individual contributors, as well as leading cross-functional, matrixed teams with a high attention to detail
  • Experience in negotiating complex commercials and scaling teams
  • Strong written and verbal communication skills
  • Execution-driven and customer-centric mindset to drive performance against key KPIs
  • Experience in the retail industry, working for or with enterprise-level retailers
  • Excellent analytical abilities, with the ability to drive superior decision-making through data

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