Director, Customer Success

About Our Client

Our client is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. They enable marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, they partner with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands, the company ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries.

Our client's growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from their global employees!

About the Role

The company is 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 their Strategic segment with their highest value customers. You will help 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.

You will work cross-functionally with Sales, Product, Design, Engineering, and Marketing to make sure they are doing everything possible to retain and grow some of their largest customer relationships as they transform into a multi-product company in 2025. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for the company's top Strategic customers in order to reduce churn and contribute to expansion growth. It is a unique opportunity to get a seat at the leadership table of one of NY’s fastest-growing companies.

What You'll Accomplish

• Lead and scale a team of CSMs and managers who support the Strategic customer segment
• Manage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in the Strategic segment
• 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 to enable the team to exceed adoption, retention, and growth objectives
• Implement new processes and operations vital to scaling the team and executing on results
• Be a thought leader and establish executive relationships with key customers to ensure multi-threaded support
• Create a culture of accountability and execution through data driven strategies
• Work with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirements

Your Expertise

• Excelled in a CS/AM role (preferably at a marketing/software company or startup)
• 5+ years prior managerial experience
• A natural leader and passionate coach who inspires his/her team to elevate performance
• Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
• 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, develop people, and link performance to overall business objectives
• Team player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands. Experience scaling teams and processes
• Extremely personable: excited to coach and develop employees internally and work closely with customers externally
• Data driven decision maker with a strong focus on execution
• Extremely detail oriented and organized

For US based applicants:

• The standard base salary range for this position is $170,000 - 220,000 + variable pay + equity + benefits
• Equity is a substantial part of the total compensation package
• Salary ranges are determined by role, level and location

Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Success is defined by customers' success

Act Like an Owner - Take responsibility for the company's success

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

About Our Client

Our client is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. They enable marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, they partner with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands, the company ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries.

Our client's growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from their global employees!

About the Role

The company is 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 their Strategic segment with their highest value customers. You will help 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.

You will work cross-functionally with Sales, Product, Design, Engineering, and Marketing to make sure they are doing everything possible to retain and grow some of their largest customer relationships as they transform into a multi-product company in 2025. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for the company's top Strategic customers in order to reduce churn and contribute to expansion growth. It is a unique opportunity to get a seat at the leadership table of one of NY’s fastest-growing companies.

What You'll Accomplish

• Lead and scale a team of CSMs and managers who support the Strategic customer segment
• Manage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in the Strategic segment
• 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 to enable the team to exceed adoption, retention, and growth objectives
• Implement new processes and operations vital to scaling the team and executing on results
• Be a thought leader and establish executive relationships with key customers to ensure multi-threaded support
• Create a culture of accountability and execution through data driven strategies
• Work with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirements

Your Expertise

• Excelled in a CS/AM role (preferably at a marketing/software company or startup)
• 5+ years prior managerial experience
• A natural leader and passionate coach who inspires his/her team to elevate performance
• Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
• 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, develop people, and link performance to overall business objectives
• Team player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands. Experience scaling teams and processes
• Extremely personable: excited to coach and develop employees internally and work closely with customers externally
• Data driven decision maker with a strong focus on execution
• Extremely detail oriented and organized

For US based applicants:

• The standard base salary range for this position is $170,000 - 220,000 + variable pay + equity + benefits
• Equity is a substantial part of the total compensation package
• Salary ranges are determined by role, level and location

Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Success is defined by customers' success

Act Like an Owner - Take responsibility for the company's success

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”