[Hiring] Director, Customer Success @Attentive

Role Description

We are looking for a highly motivated Customer Success leader with a growth mindset to help lead and coach a new generation of managers and CSMs supporting our Strategic segment with our highest value customers.

• Improve every facet of the team: coaching to up-level customer engagements, create and refine team- and company-wide processes, spearheading growth initiatives, and driving retention and account health.
• Work cross-functionally with Sales, Product, Design, Engineering, and Marketing to retain and grow large customer relationships.
• Drive consultative experiences, partnerships, and product health for Attentive’s top Strategic customers to reduce churn and contribute to expansion growth.
• Own the east coast book of business for our Strategic segment.

What You’ll Accomplish

• Lead and scale a team of 25 CSMs and managers who support our Strategic customer segment, managing $180M ARR.
• Manage, hire, and develop a team of Customer Success Managers to maximize customer retention and happiness.
• Partner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customers.
• Design and drive strategic improvements to scale processes, services, and systems.
• Implement new processes and operations vital to scaling the team and executing on results.
• Establish executive relationships with key customers to ensure multi-threaded engagement.
• Create a culture of accountability and execution through data-driven strategies.
• Translate customer feedback into specific product requirements with the internal executive team.

Qualifications

• Excelled in a CS/AM role (preferably at a marketing/software company or startup).
• 7-10+ years prior leadership experience.
• A natural leader and passionate coach who inspires his/her team.
• Strong entrepreneurial mindset: self-motivated to work independently on tight timelines.
• A growth mindset with a bias for action and openness to challenge the status quo.
• People-focused leader with proven ability to build creative, collaborative teams.
• Team player with a track record of partnering with cross-functional stakeholders.
• Ability to thrive in a high growth, fast-paced environment.
• Experience scaling teams and processes.
• Extremely personable and excited to coach and develop employees.
• Data-driven decision maker with a strong focus on execution.
• Extremely detail-oriented and organized.
• Located in CST or EST.

Benefits

• Competitive perks and benefits, from health & wellness to equity.
• The standard base salary range for this position is $165,000 - $200,000 annually + equity + benefits.
• Equity is a substantial part of the total compensation package.
• Salary ranges are determined by role, level, and location.

Company Description

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance.

• Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson.
• Recognized by Deloitte’s Fast 500, Linkedin’s Top Startups, and Forbes Cloud 100.