Director, Customer Success, Strategic (AMER)

📋 Description

• • As the Director of Customer Success, Strategic (AMER) at Tactivos Inc., you will be at the forefront of maximizing value for our most significant Enterprise customers across the Americas. This pivotal role operates within a strategic, high-impact Customer Success organization, designed to foster deep partnerships and drive sustainable growth. You will be instrumental in shaping the future of our largest client relationships, ensuring they achieve transformative outcomes and solidify their long-term commitment to our solutions.
• • Your primary mission is to own the overarching strategy, meticulous execution, and robust operational leadership for our Strategic Customer Success segment. This involves guiding a team of seasoned Customer Success practitioners who are dedicated to expanding customer value, ensuring unwavering retention, driving significant expansion opportunities, and cultivating trusted advisor relationships with key stakeholders at our most critical accounts.
• • A core aspect of your role will be to forge a powerful alliance with your Sales counterparts. You will collaboratively align Customer Success and revenue generation motions, jointly architect account growth plans that are both ambitious and grounded in customer value, and guarantee a seamless, cohesive customer experience. This synergy is crucial for accelerating business impact for our customers and reinforcing Tactivos Inc.'s position as an indispensable, transformative enterprise partner.
• • You will be directly accountable for the success metrics that define our Strategic customer segment. This includes, but is not limited to, retention rates, Gross Dollar Revenue (GDR), overall growth, customer health scores, and the depth of executive and advocate engagement within these accounts.
• • A key responsibility is to define and lead the execution of strategic goals and operational priorities, ensuring they are tightly aligned with the overarching objectives of the company. This requires a forward-thinking approach and the ability to translate high-level strategy into actionable plans.
• • You will partner closely with Sales leadership, including Assistant Vice Presidents and Strategic Account Managers, to co-develop comprehensive account growth plans. These plans must strike a delicate balance between aggressive growth targets and the sustainable realization of long-term customer value.
• • Leading, coaching, and scaling a team of Senior and Principal Customer Success Managers is paramount. Your focus will be on nurturing talent and ensuring your team is equipped to manage high-value Enterprise accounts with exceptional skill and dedication.
• • You will establish clear performance expectations that are directly tied to strategic outcomes, fostering a culture of unwavering excellence, profound accountability, and a commitment to continuous improvement across your team.
• • Empowering your team with structured frameworks is essential. This includes providing them with the tools and methodologies for effective key stakeholder engagement, value realization planning, proactive risk mitigation, and the execution of successful cross-sell and expansion plays.
• • You will collaborate dynamically with Sales, Product, Marketing, and Consulting teams to shape cross-functional strategies. These strategies will be designed to enhance customer outcomes and elevate the entire customer experience, ensuring a unified and positive journey.
• • Acting as the primary advocate for our largest and most strategic customers, you will translate their feedback, usage patterns, and unique business objectives into actionable insights. These insights will be critical for informing the direction of teams such as Product and Marketing.
• • You will champion product enhancements, advocate for the development of essential enablement resources, and influence market positioning strategies that demonstrably unlock measurable customer value, thereby supporting retention and expansion goals.
• • Ensuring your Customer Success team consistently acts as trusted advisors to key stakeholders within Strategic accounts is vital. This involves aligning on business priorities, defining success metrics, and identifying and nurturing expansion opportunities.
• • You will be responsible for surfacing complex risks early in the customer lifecycle and deploying effective mitigation strategies in close partnership with relevant cross-functional stakeholders.
• • Leading or supporting critical adoption and business reviews for key accounts when necessary will reinforce the value proposition and clearly articulate paths for future growth and partnership.
• • Proactively monitoring customer health scores, analyzing usage trends, and interpreting engagement signals will enable you to identify potential risks and growth opportunities across your entire portfolio.
• • You must ensure the consistent, high-quality utilization of Customer Success systems, such as Gainsight and Gong. This operational rigor is key to enabling data-driven decision-making and maintaining a high standard of performance.
• • You will partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives. These initiatives are aimed at refining our operational processes, including engagement models, risk mitigation plays, and advocate programs.
• • Contributing to the evolution of our global CS operating model is a significant aspect of this role. This involves identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and overall customer impact.
• • Championing change management within your region is crucial. You will ensure that new processes, programs, and tools are successfully adopted and deeply embedded within your team's daily operations, driving efficiency and effectiveness.