Director, Enterprise Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 34 days.
• No salary listed.

Apply Now

Find Similar Remote Jobs

Swoogo

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

💰 $20M Series B on 2022-02

Consulting • Marketing • Logistics

Swoogo is an event management platform that offers a comprehensive solution for planning and executing various types of events, including in-person, digital, and hybrid events. It provides tools for registration, event marketing, logistics, data insights, and integrations with other business solutions. Swoogo is known for its customizable platform that supports seamless integration and flexibility, making it suitable for enterprises, tech companies, agencies, and more. The platform is designed to enhance attendee engagement and streamline event logistics while ensuring data security and compliance. Swoogo prides itself on offering excellent in-house support and cooperative tech ecosystems.

📋 Description

• Set the vision, strategy, and annual plan for Enterprise Customer Success • Define a customer value framework with measurable outcomes and event ROI metrics • Build a consultative, outcome-centric culture through discovery, account profiling, stakeholder mapping, objection handling, executive storytelling, enablement, and coaching • Own gross revenue retention and renewal strategy for complex, high-value Enterprise accounts • Hire, develop, and hold accountable the Enterprise Customer Success team, including succession planning and career development • Partner with Customer Success, Accounts, Customer Officer, and Sales leadership on renewals, expansion, pricing, packaging, account plans, and strategic new-business opportunities • Lead executive escalations and coordinated resolution across Support, Product, and Services • Establish health scoring, KPIs, Executive Business Reviews, renewal forecasts, and risk reporting • Bring customer insights into product roadmap decisions and support customer advisory efforts • Lead technology and partner strategy for event and marketing technology stacks, complex implementations, expansion projects, and AI adoption • Drive cross-functional initiatives such as risk mitigation, renewal transformation, and adoption • Own Customer Success operations and tooling across AI tools, Gainsight, Salesforce, and JIRA • Support budget, headcount planning, organizational design, company planning, and priorities • Represent Swoogo with customers, partners, and industry events

🎯 Requirements

• 5–7 years of experience in Customer Success, Account Management, Sales, Event Technology, Technology Consulting, or another customer-facing, revenue-carrying enterprise SaaS role • 5+ years of people leadership, including experience managing managers • Proven record of improving gross and net revenue retention, expansion, and customer health across large, complex accounts • Experience building consultative, outcome-centric Customer Success organizations, including value frameworks, playbooks, enablement, and coaching programs • Proficiency with AI tools and understanding of AI's impact on event and marketing teams • Ability to connect product capabilities to customers' strategic goals and explain value in outcome-focused terms • Strong commercial judgment, including renewal strategy, complex negotiations, multi-year agreements, procurement engagement, and expansion pipeline development • Experience scaling Customer Success teams, including segmentation, coverage models, capacity planning, and operating cadences • Experience developing strategy into initiatives with clear owners, metrics, and results • Background in event technology, marketing technology, or adjacent software serving marketers • Expertise with Martech and enterprise systems, particularly Salesforce, Marketo, HubSpot, and Eloqua integrations • Ability to communicate, present, and influence at all organizational levels, including executive and C-level stakeholders • Cross-functional collaboration experience with Sales, Product, Engineering, Services, Support, and Revenue Operations • Analytical judgment and operational excellence in forecasting, planning, and turning customer data into action • Comfort making decisions in ambiguous or changing situations and leading escalations with urgency, calm, and sound judgment • Experience supporting APAC customers with understanding of GDPR and regional business nuances is desirable • Experience with budget ownership, headcount planning, organizational design, executive sponsor programs, customer advisory boards, technology partners, system integrators, CRM tools, event technology platforms, or Swoogo/similar tools is desirable

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume