Enterprise Customer Success Director

Enterprise Customer Success Director

We are seeking a dynamic Enterprise Customer Success Director to join our B2B customer success team. This role will own a portfolio of strategic enterprise customers and be responsible for account retention and growth. The successful candidate will be customer-centric and excel at developing executive trust and showcasing measurable ROI.

What you'll do :

• Own overall account health for your portfolio of strategic enterprise accounts
• Build, maintain, and strengthen key customer stakeholder relationships while also mapping and helping to drive executive sponsor alignments
• Shepherd the initial launch of new customers assigned to your portfolio
• Build and lead monthly business reviews (MBRs) & quarterly business reviews (QBRs) with diverse stakeholder audiences
• Craft impactful narratives & storytelling based on quantitative & qualitative evidence of user success and ROI outcomes
• Execute strategic account plans for each account, outlining monthly and quarterly goals tied to ROI & operational metrics, and monitoring to ensure goal attainment
• Drive renewals to retain and grow accounts, and partner with Sales to identify and support expansion opportunities in adjacent business units and divisions
• Proactively communicate and champion your customer internally by posting updates, surfacing risks and wins, and helping to coordinate cross-functional actions needed for account success
• Be an excellent cross-functional partner to Marketing, Operations, Product, and Learning & Design, able to represent the voice of the customer while also being a good steward of Pathstream's business and resources
• Execute on operational processes, following prescribed systems, as well as contributing ideas to the Customer Success team's ongoing improvement

Success looks like :

Qualifications :

What we offer :

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal-opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.