Director, Customer Success

Summary

Join Emplifi's Customer Success team as the Director of Customer Success, Americas! Lead a team of CSMs, driving customer value, retention, and expansion across North America and LATAM. Mentor and coach your team, conduct performance reviews, and act as the first escalation point for queries. You will own renewal forecasting, utilize CRM tools, and collaborate cross-functionally. Based remotely in North America, fluency in Spanish is required. This role offers professional growth, cutting-edge technology exposure, and a comprehensive benefits package.

Requirements

• 2-5 years of experience leading world-class customer success teams
• Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
• Excellent verbal and written communication skills
• Must be fluent in Spanish
• Solid understanding of general business strategy, industry products, and services
• MarTech experience, with proven knowledge of paid media, content, and platform expertise
• Experienced in owning renewal forecast and driving best in-class retention rates

Responsibilities

• Lead the strategy, operations, and team of CSMs focused on driving customer value, retention, and expansion
• Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
• Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
• Conduct bi-annual performance reviews and support CSMs on personal development goals
• Act as the first escalation point for any queries (internal and customer) arising from the team
• Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
• Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
• Own renewal forecasting for CS Leadership
• Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
• Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
• Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field
• Proactive, highly motivated, and capable of thriving in a fast-paced environment
• Great work ethic and competitive drive to be the best

Benefits

• International, fast paced and growing environment
• Chance to work with the world’s biggest brands at the CX tech leader
• Agile and open-minded culture, with high levels of trust and flexibility
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• Benefits package including Medical, Dental, Vision & Life Coverage Options
• Flexible Working Hours
• Unlimited PTO
• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
• 12 paid Holidays
• 2 Paid Community Service Days
• Company paid STD and LTD
• 401K
• Educational Reimbursement Opportunities
• Referral Bonus Program
• Access to an Employee Assistance Program (EAP)
• Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy