What are the responsibilities and job description for the Director of Customer Success position at Kiteworks?
We are looking for a strategic and customer-focused Director of Customer Success – Americas to lead and drive customer engagement, retention, and growth across the region. In this role, you will be responsible for overseeing the customer success strategy, managing a high-performing team, and ensuring customers across North and South America achieve maximum value from our solutions.
This role requires a strong leader who can scale operations, foster long-term customer relationships, and collaborate cross-functionally with Sales, Product, Support, and Marketing to drive customer satisfaction and business growth
.
Job Responsibilitie
- s:Develop and execute a regional customer success strategy aligned with business goal
- s.Build and maintain strong relationships with key customers, ensuring high levels of satisfaction and advocac
- y.Monitor customer health scores and proactively address risks to improve retention and renewal
- s.Act as the voice of the customer, providing feedback to internal teams to enhance product offerings and customer experienc
- e.Recruit, mentor, and lead a team of Customer Success Managers across the America
- s.Define clear objectives, performance metrics, and career development opportunities for the tea
- m.Foster a culture of customer-centricity, collaboration, and continuous improvemen
- t.Drive customer retention strategies and minimize churn through proactive engagemen
- t.Identify upsell and cross-sell opportunities, partnering with Sales and Account Management to drive revenue growt
- h.Develop playbooks, best practices, and success programs to optimize the customer lifecycl
- e.Implement scalable processes, tools, and systems to enhance efficiency and effectivenes
- s.Utilize data-driven insights to measure customer engagement, success outcomes, and areas for improvemen
- t.Ensure alignment with global customer success initiatives while adapting strategies for regional market need
s.
Job Requirement
- s: 8 years of experience in Customer Success, Account Management, or related fields, with at least 3-5 years in a leadership ro
- le.Proven experience in B2B SaaS, technology, or enterprise software industri
- es.Strong leadership skills with experience managing distributed teams across multiple time zon
- es.Data-driven mindset with proficiency in customer success platforms (e.g., Gainsight, Salesforc
- e).Excellent communication, relationship management, and stakeholder influencing skil
- ls.Ability to drive change, optimize processes, and scale customer success operatio
- ns.Fluency in English is required; additional language skills (e.g., Spanish or Portuguese) are a pl
us.
Benef
- its:Base pay depends on many factors, such as location, education, experience, and skills. Base pay is only one part of Kiteworks competitive Total Rewards package that can include benefits, perks, equity, and bonuses. The base pay range is subject to change and may be modified in the fut
- ure.100% paid Employee Only Medical, Dental, Vision, Basic Life & AD&D, STD and LTD Insurance. Kiteworks also offers dependent coverage. Benefits begin on the first of the month after your date of h
- ire!Flexible Savings Account (FSA) off
- eredGenerous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days
- off401k match pro
- gramReferral Bon
- usesStock equity -- every employee is granted stock opt
