Position:
The Director of Customer Success manages a regional CS team, ensuring effective execution of customer success strategies that maximize retention, reduce churn, and drive product adoption. They translate global CS direction into regional action, using customer data and insights to improve processes, strengthen engagement, and deliver measurable business outcomes. By fostering collaboration with Sales, Product, and Operations, the Director ensures their team drives customer satisfaction, loyalty, and growth while building long-term partnerships that benefit both customers and Foundry.
Responsibilities:
The successful candidate will be expected to:
- Execute customer success strategy: Translate global CS vision into regional execution plans that drive retention, adoption, and customer growth.
- Lead and develop the team: Manage, mentor, and coach CSMs, ensuring high performance, professional growth, and alignment with business goals.
- Strengthen customer partnerships: Maintain executive relationships with key accounts, driving renewals, upsell, and long-term value.
- Integrate customer insights: Partner with Product, Sales, and Operations to ensure customer feedback influences roadmap, services, and delivery improvements.
- Monitor customer health: Use data and analytics to track customer engagement, predict risk, and identify opportunities for proactive support.
- Optimize the journey: Refine onboarding, adoption, and life cycle processes to accelerate time to value (TTV) and deliver consistent, high-quality experiences.
- Advocate for customers internally: Serve as the regional voice of the customer in leadership forums, ensuring customer outcomes shape strategy and execution.
- Drive measurable results: Own and report on customer success metrics (GRR, NRR, health scores, CSAT/NPS), linking CS impact directly to business performance.
