As the Director of Customer Success in the Midwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.
Responsibilities:
- Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers in one of our largest regions
- Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
- Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
- Customer Success: Ensure high NPS, product adoption, use case alignment
- Thought Leadership: Become an expert in digital experience analytics & change management
- Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
- Strategic Relationships: Develop executive relationships, support business reviews & value alignment.
Skills & Experience:
- Experience: 10+ years in a consultative customer-facing role in software or consulting; 5+ years in first-line management.
- Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
- Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
- Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
- Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.
How You & Your Team Will Be Measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
What We Do
Contentsquare is a leader in digital analytics, empowering businesses of all sizes with the insights they need to understand customers and deliver seamless experiences at scale. Its all-in-one experience intelligence platform provides rich and contextual insight into customer behaviors, sentiment, and intent, across all channels, helping businesses continuously deliver the right experience on web, mobile, and apps. More than 1.3M websites worldwide rely on Contentsquare’s AI-powered platform to grow their business, drive customer loyalty, and operate with greater efficiency in a constantly changing world.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Why Work With Us
Contentsquare has a track record of success over the past 12 years, yet we operate with the agility of a startup, providing a huge opportunity to make a big impact. We offer generous paid time off plans, as well as schedule flexibility with in-office and remote hybrid work options make sure employees are at their best, inside and outside of work.
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