Global Director of Customer Success

MissionStaff specializes in delivering Creative, Marketing, and Technology talent for companies ranging from mid-sized enterprises to the Fortune 500. We build lasting relationships with talent and clients to power career opportunities and business. We are currently filling the following direct-hire role with our client.

• Please note that we do not accept unsolicited resumes from third-party recruiters or agencies. Additionally, candidates must be U.S. citizens or Permanent Residents to be considered for this position.
  
  

Summary of Position:

We are looking for a Global Director of Customer Success to join our North America business unit. This role is crucial for leading and managing our worldwide customer success teams to ensure top-notch customer satisfaction, retention, and growth. The ideal candidate is a strategic thinker with strong leadership and communication skills, deeply knowledgeable about customer success principles. This role will collaborate with other business units to drive customer-centric initiatives and ensure our customers' long-term success.

Key Responsibilities:

• Lead and mentor global customer success managers and professionals.
• Develop and implement strategies to enhance team performance and customer satisfaction.
• Promote a positive and collaborative team culture across regions.
• Create and execute strategies to boost customer retention and loyalty.
• Identify upselling and cross-selling opportunities for existing customers.
• Collaborate with sales and marketing to drive customer growth initiatives.
• Develop and implement a global customer success strategy aligned with company goals.
• Establish and monitor key performance indicators (KPIs) for customer success initiatives.
• Continuously improve processes and tools to enhance the customer experience.
• Build and maintain strong relationships with key customers and stakeholders.
• Serve as the primary contact for escalated customer issues and ensure timely resolution.
• Gather and analyze customer feedback to identify areas for improvement.
• Collaborate with product, engineering, and support teams to meet customer needs.
• Provide customer insights and feedback to influence product development and innovation.
• Work with finance and operations teams to align on customer success goals.
• Prepare and present regular reports on customer success metrics to the executive team.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Use data-driven insights to inform strategic decisions and initiatives.
• Perform other job duties as assigned.
  
  

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 10+ years of experience in customer success, account management, or a related field.
• Proven track record of managing and leading global teams.
• Strong understanding of customer success best practices and methodologies.
• Excellent communication, interpersonal, and leadership skills.
• Ability to think strategically and drive results in a fast-paced environment.
• Experience with CRM software and customer success platforms.
• Ability to travel as needed to meet with global teams and customers.
• Master’s degree preferred.
• Experience in the cybersecurity industry.
  
  

MissionStaff is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. MissionStaff provides equal opportunities for all employees and job applicants, regardless of any legally protected factors. We have adopted and will continue to follow lawful policies and practices in all aspects of employment, including recruiting, hiring, evaluation, promotion, training, discipline, compensation, and termination. At MissionStaff, we’re not just innovators in staffing; we’re champions of diversity, equity, and inclusion. We celebrate diversity because it helps make our employees and the clients we serve stronger and more successful.