Bitly

Director of Customer Success

Bitly

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Job Level

Lead

About the role

  • Actively manage ongoing engagements with existing customers and PoV projects with prospects, including resource coordination, day-to-day management, executive progress reviews, and training.
  • Manage and lead the North America CSM team, including hiring, training, and performance management.
  • Build and maintain long-term relationships with customer counterparts and stakeholders to improve user experience.
  • Represent customer voice and advocate for customers with Product, Engineering and Marketing teams.
  • Resolve customer challenges related to products or services to ensure continued customer loyalty.
  • Provide customers with a deep understanding of the Upstream product roadmap to maximize value and support upsell opportunities.
  • Collaborate actively with Sales, Partner Management, SOC, Product, Data and Research, DevOps and Ops teams.
  • Manage customer engagements end-to-end: preliminary discussions, POC/POV, product deployment, technical onboarding, ongoing operations, scoping and leading new opportunities to fruition.

Requirements

  • 5+ years of experience in program or project management, customer success (CSM), or service management in a fully remote and distributed team environment, working with both internal and external stakeholders.
  • Experience in a CSM leadership role
  • Proven background in fast-paced, high-growth, agile startup or scale-up environments.
  • Experience in data-driven software companies, particularly those serving the automotive or mobility sectors.
  • Strong skills in communication, critical thinking, time management, multi-tasking, matrix collaboration, and managing multiple customer relationships simultaneously.
  • A strong “customer-first” mindset.
  • Solid understanding of data-driven solutions and data management platforms in the automotive and mobility industries.
  • In-depth knowledge of the automotive market — A Plus
  • Proven ability to operate effectively in complex, fast-paced, global work environments.
  • Willingness and ability to travel — must-have.