CallMiner

Customer Success Director

CallMiner

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Job Level

Lead

About the role

  • Manage ACV portfolio up to $10M
  • Engage strategic accounts with expanding platform coverage and integrations
  • Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI
  • Engage technical, operational, and executive stakeholders through targeted communication and strategic calls
  • Maintain program-level relationships with customer executives
  • Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies
  • Manage renewals and expansion planning for assigned accounts
  • Mentor Customer Success Managers to elevate strategic delivery quality
  • Monitor account health and success metrics in Gainsight

Requirements

  • 5+ years in customer success, account management or client relations
  • Strategic account management expertise
  • Deep CX automation & integration experience
  • Persona-based engagement across multiple stakeholder levels
  • ROI storytelling ability
  • Renewal strategy leadership
  • Cross-functional project management
  • Business analysis & planning
  • Negotiation & Influence skills
  • Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot, or similar)
  • Skilled in crafting effective prompts to obtain relevant, accurate, and useful outputs
  • Able to interpret and adapt AI generated content to meet project or client needs, applying judgment and domain knowledge
  • Understands the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context
  • Professional community engagement skills
  • Short-form video and expert coaching production
  • Ability to challenge assumptions in customer strategy to ensure focus on value driven ROI
  • Identify risks early; embed mitigations into strategic plans
Benefits
  • Quality medical, dental and vision benefits
  • Life and disability insurance
  • Reimbursement programs for fitness and tuition
  • 401k matching
  • Generous PTO including an annual volunteer day
  • Paid maternity and parental leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementCX automationintegration experiencebusiness analysisproject managementnegotiation skillsinfluence skillsAI applicationsROI storytelling
Soft Skills
strategic communicationmentoringcross-functional collaborationstakeholder engagementjudgmentadaptabilitycommunity engagementrisk identificationassumption challengingvalue-driven focus