About the Role

We are seeking a highly motivated and experienced Director of Customer Success to lead our customer success organization. This role will be responsible for driving customer adoption, retention, and growth by building strong relationships, ensuring customer satisfaction, and delivering measurable business outcomes. You will lead and mentor a team of Customer Success Managers (CSMs), establish best practices, and work cross-functionally with Sales, Product, and Support to maximize customer value.

Key Responsibilities

Develop and execute the overall customer success strategy to drive retention, expansion, and advocacy.
Lead, mentor, and scale a team of Customer Success Managers and Specialists.
Build and maintain strong, long-term relationships with key customer stakeholders, ensuring alignment with their business goals.
Define and track customer success metrics (NPS, retention rates, churn, expansion revenue).
Partner with Sales to ensure smooth customer onboarding and handover from pre-sales to post-sales.
Collaborate with Product and Engineering teams to provide customer insights and influence product roadmap decisions.
Implement scalable processes, tools, and playbooks to ensure consistent customer experiences.
Act as the voice of the customer within the organization, driving initiatives that improve customer satisfaction and loyalty.
Manage customer escalations and develop proactive strategies to mitigate risks.
Develop customer success programs such as onboarding, training, business reviews, and advocacy initiatives.

Qualifications

Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
8+ years of experience in Customer Success, Account Management, or related roles, with at least 3+ years in a leadership position.
Strong track record of managing customer success teams in SaaS, technology, or service-based industries.
Excellent leadership, communication, and interpersonal skills.
Data-driven mindset with experience analyzing customer health metrics and KPIs.
Proven ability to build relationships with C-level executives and influence stakeholders.
Strong problem-solving, strategic thinking, and conflict resolution skills.
Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).

Pakistan Office Products

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Director of Customer Success