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Director of Customer Success
| Company | Regal |
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| Location | New York, NY, USA |
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| Salary | $175000 – $192000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 8-10+ years of B2B SaaS experience in customer-facing roles, such as Customer Success, Account Management or Program Management, with a strong track record of managing customer relationships to drive revenue growth.
- Must have 2+ years of experience managing high performing CSM teams in a SaaS environment.
- Experience in AI-driven customer engagement strategies and fostering AI adoption within customer organizations.
- Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, VP etc.).
- Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
- Presents very organized and structured thinking for planning and execution purposes.
- Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
- Skilled at managing multiple workstreams including all AI customer engagements and communicating clearly the implications to key customer team stakeholders.
Responsibilities
- Lead and develop the Customer Success team to achieve revenue goals, foster a culture of accountability, and ensure continuous skill development across areas like account management, stakeholder management, and AI customer engagement.
- Own and drive key business metrics, including net dollar retention (NDR) and Net Promoter Score (NPS), aligning these with business objectives and AI adoption targets.
- Develop and implement scalable customer success strategies that enhance customer satisfaction, ensure successful onboarding, and drive AI product adoption and long-term growth.
- Lead and participate in key customer meetings such as Quarterly Business Reviews (QBRs), establishing alignment on customer goals, identifying AI growth opportunities, and strengthening strategic relationships through onsite engagement.
- Analyze and report on customer success metrics to leadership, providing insights on customer trends, engagement levels, and opportunities for process improvements.
- Establish and optimize internal processes and tools that enable the CS team to manage customer relationships efficiently, track customer health, and proactively identify AI growth opportunities or potential churn risks.
- Foster strong relationships with key customer stakeholders, acting as an escalation point for complex issues while ensuring timely resolution and maintaining long-term satisfaction.
Preferred Qualifications
- Right Attitude – to succeed you should be strongly self-motivated, methodical, tenacious, and very coachable. Must have can-do attitude (no entitlement).
- Clear communicator – Speak and write eloquently.
- Desire to Learn – High level of intellectual curiosity. You see opportunity and growth in learning new technology, systems and business areas.
- Culture – Stronger fit exists with those who have experience working with enterprise companies and understand the hands-on culture of a smaller customer success team.
