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In this role, you will manage relationships with enterprise customers, ensuring the successful implementation of IoT solutions, delivering training, and promoting product adoption to enhance operations. You will collaborate cross-functionally with teams to support customer success.
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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
Contentsquare Denver, Colorado, USA Office
Our Denver office is located in LoHi, a rapidly growing business hub. This area has several lunch spots, breweries, and more. Commuting is simple with the Light Rail, Union Station, and the 44, 20, and 10 busses are within walking distance.
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
