CLIENT Our client is a fast-growing leader in the Data Privacy industry. Their patented hybrid artificial intelligence technology is currently used by Fortune 500 companies to help protect customer/consumer data and also comply with privacy laws around the world. ROLE We are currently recruiting a Director of Customer Success who will be responsible for building and leading a team of customer success managers and ensuring customer satisfaction and retention across our customer base. RESPONSIBILITIES • Develop and implement a customer success strategy that aligns with our business objectives and ensures customer satisfaction and retention. • Build and lead a team of customer success managers who are responsible for onboarding, training, and supporting our customers. • Define and measure key customer success metrics, such as customer satisfaction, renewal rates, and upsell opportunities, and develop strategies to improve these metrics. • Work closely with the sales team to identify cross-selling and upselling opportunities and ensure a seamless handoff between the two teams. • Establish strong relationships with key customers and serve as an escalation point for customer issues. • Collaborate with the product team to ensure customer feedback is incorporated into product development and roadmap planning. • Develop and deliver customer success training programs for both internal teams and customers. • Keep up to date with industry trends and best practices and share this knowledge with the team to continuously improve our customer success function. QUALIFICATIONS • Bachelor's degree in computer science, Business Administration, Marketing, or related field. • 10+ years of experience in customer success, account management, or a similar role in a SAAS company. • Experience in the Data Privacy space is highly desirable. • Proven track record of building and leading high-performing customer success teams. • Strong customer focus and a passion for delivering exceptional customer experiences. • Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams. • Strong analytical skills and the ability to use data to drive decision-making. • Experience working in a fast-paced, dynamic environment with the ability to adapt to change and ambiguity. • Willingness to travel as needed.