As the Director of Customer Success in the Midwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.
Responsibilities:
- Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers in one of our largest regions
- Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
- Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
- Customer Success: Ensure high NPS, product adoption, use case alignment
- Thought Leadership: Become an expert in digital experience analytics & change management
- Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
- Strategic Relationships: Develop executive relationships, support business reviews & value alignment.
Skills & Experience:
- Experience: 10+ years in a consultative customer-facing role in software or consulting; 5+ years in first-line management.
- Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
- Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
- Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
- Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.
How You & Your Team Will Be Measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
Top Skills
What We Do
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Munich, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Why Work With Us
Contentsquare has a track record of success over the past 10 years, yet they operate with the agility of a startup, providing a huge opportunity to make a big impact. Generous paid time off plans, as well as schedule flexibility with in-office and remote hybrid work options make sure employees are at their best, inside and outside of work.
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