Customer Success Director

🕒 March 24

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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CallMiner

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

💰 $20M Venture Round on 2022-06

Artificial Intelligence • Customer Experience • Analytics

CallMiner is a global leader in AI-powered conversation intelligence, offering a comprehensive platform for analyzing omnichannel customer interactions at scale. Their solutions are designed to enhance customer experience by leveraging AI-driven insights for sentiment analysis, compliance, fraud detection, and sales effectiveness, among others. CallMiner's technologies are trusted by leading organizations in various industries such as retail, financial services, healthcare, insurance, travel, and hospitality. With their Eureka Platform, they enable companies to deepen their understanding of customer interactions, connecting insights to actionable business improvements and transformational changes.

📋 Description

• 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