Note: The job is a remote job and is open to candidates in USA. Fortra is a company committed to fostering a culture of excellence and empowerment in customer engagement. The Sr. Director, Customer Success will lead a team of Customer Success Managers and drive customer adoption, satisfaction, and retention, while ensuring alignment with the company's business objectives.
Responsibilities
- Lead a team of experienced CSMs, providing day-to-day guidance, mentorship, and support to ensure they meet their individual and collective goals. Foster a customer-centric culture, ensuring the team consistently delivers exceptional service and drives customer loyalty
- Work closely with the Sr. Director or AVP, Customer Success to implement customer success strategies that drive adoption, retention, and customer satisfaction. Ensure alignment of customer outcomes with Fortra’s business objectives
- Oversee the development and maintenance of strong, long-term relationships with customers. Ensure that customer needs are understood and met with precision, while proactively addressing any challenges and fostering trust and collaboration
- Facilitate effective communication across departments, including Sales, Marketing, and Product teams, to ensure a seamless, unified approach to customer engagement
- Drive improvements in the customer journey by identifying key touchpoints and opportunities to enhance processes, personalization, and overall customer experience
- Track key performance indicators (KPIs) for the Customer Success team, providing regular updates and data-driven insights to the AVP and senior leadership. Use metrics to continuously refine strategies and improve outcomes
- Actively monitors customer health and engagement, implementing targeted strategies for the CSM team to mitigate risks, enhance customer outcomes, and minimize churn
- Champion continuous improvement efforts within the Customer Success team, identifying opportunities to enhance service delivery, streamline processes, and exceed customer expectations
- Identify potential risks to customer success and work proactively to mitigate them. Ensure timely and within-budget delivery of services and solutions
- Partner with product, support, and other internal teams to ensure customer feedback and insights are incorporated into product improvements and innovations
- Serve as a strategic advisor for key customers, ensuring their needs are met and advocating for their interests within the organization
- Ensure the ongoing professional development of the Customer Success team by supporting training initiatives and fostering a culture of learning and growth
- Ensure that customer success operations adhere to company policies, procedures, and regulatory requirements
Skills
- Proven experience in a leadership role within customer success, account management, or related functions (typically 10-12 years)
- Demonstrated success in managing teams and delivering business results
- Bachelor's degree in a relevant field
- Strong understanding of the services industry, including customer success management, customer support, and operations
- Deep commitment to delivering exceptional customer experiences and driving customer satisfaction and loyalty
- Ability to translate strategic plans into actionable initiatives and drive measurable outcomes
- Strong communication skills, with the ability to engage effectively with senior leadership, cross-functional teams, and customers
- Focused on achieving key performance metrics, driving continuous improvement, and delivering business value
- Able to thrive in a dynamic, fast-paced environment, managing multiple priorities and adapting to changing customer needs
- Additional certifications or training in leadership, customer experience, or project management
Benefits
- Health, dental, and vision coverage as of hire
- Immediate enrollment in 401(k), HSA, and FSA plans
- Flexible PTO policy
- Tuition and personal enrichment reimbursement
- Option to enroll in ID Theft Protection Program
Company Overview