What are the responsibilities and job description for the Remote Customer Success Director position at val's services?
Role Overview: The Customer Success Director leads strategic account management within assigned industries, ensuring measurable customer outcomes through tailored Success Plans that optimize ROI and platform adoption. They serve as the primary partner for senior stakeholders, fostering alignment between customer priorities and solutions.
Key Responsibilities
Key Responsibilities
- Manage a portfolio with an ACV up to $10M, driving expansion and platform integrations.
- Create and execute strategic success strategies aligned with customer goals.
- Engage stakeholders across technical, operational, and executive levels through targeted communication.
- Maintain strong relationships with customer executives and oversee renewals and growth plans.
- Mentor Customer Success Managers to enhance strategic delivery.
- Monitor account health metrics and ensure successful outcomes using tools like Gainsight.
- 5 years in customer success, account management, or client relations, with expertise in strategic account management and CX automation.
- Strong stakeholder engagement, ROI storytelling, negotiation, and cross-functional project skills.
- Proficiency with AI-powered applications, crafting effective prompts, and interpreting AI outputs ethically and effectively.
- Business analysis, planning, and risk mitigation abilities.
- Industry specialization (e.g., Healthcare, FinServ, Retail), experience with multi-platform integrations, bilingual ability (Spanish preferred), and leadership in SaaS environments.
- Experience with AI/ML-enabled products and customer journey optimization.