Director Of Customer Success

Department: Customer Success
Reports To: Senior Director of Customer Success

Role Summary

The Director, Customer Success is a leadership role responsible for driving client performance transformation, executive engagement, customer retention, revenue growth, and organizational impact. This position combines strategic account leadership, customer success management, people innovation, coaching enablement, and executive consulting to ensure measurable business outcomes, strong enterprise partnerships, and scalable operational excellence. The role serves as a trusted advisor to Fortune 500 clients, a subject matter expert on the Anna® platform and activation process, and a leader responsible for developing teams, driving adoption, and maximizing client ROI.

Key Responsibilities

• Serve as the strategic owner and executive sponsor for assigned clients.
• Lead executive-level engagements with Directors, VPs, and C-suite stakeholders.
• Develop and execute account strategies, value realization plans, and client growth initiatives.
• Drive customer retention, expansion opportunities, and annual revenue growth targets.
• Manage strategic client deliverables and ensure successful execution across multiple portfolios.
• Drive platform adoption and utilization, targeting 88%+ usage.
• Design and deliver training, coaching curricula, and activation programs based on client CX studies.
• Partner with frontline leaders to improve performance outcomes through behavioral change and coaching best practices.
• Identify performance gaps and align Anna® solutions to operational improvement objectives.
• Act as a Subject Matter Expert on the Anna® platform, activation methodology, and product suite.
• Lead cross-functional coordination among Product, Insights, Engineering, and Customer Success teams.
• Provide leadership, mentoring, and development for Customer Success and People Innovation team members.
• Establish scalable processes, operational standards, and best practices.
• Manage client communications, risk mitigation, workstream execution, and senior leadership updates.
• Represent Anna® in client engagements, industry events, case studies, and strategic initiatives.

Qualifications

• 5+ years of Customer Success, Client Leadership, Consulting, or SaaS experience.
• Exceptional communication, relationship-building, and consultative problem-solving skills.
• Proven ability to influence executive stakeholders and drive organizational change.
• Experience developing and delivering coaching, training, and performance improvement programs.
• Strong project management and cross-functional leadership capabilities.
• Deep expertise in Anna® methodologies, platform capabilities, and business application.
• Ability to translate client needs into measurable business outcomes and ROI.

Success Measures

• 20% annual client revenue growth and strong client retention.
• Measurable client ROI and documented business outcomes.
• 88%+ platform adoption and utilization.
• Improved client performance metrics and coaching effectiveness.
• Executive relationship strength demonstrated through referrals, case studies, and advocacy.
• Operational excellence, on-time delivery, and cross-functional alignment.
• Successful development and performance of Customer Success and People Innovation team members.