Director of Customer Success

About Conductor:

Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

What you'll do (Responsibilities):

• Manage a team of individual contributors passionate about engaging customers, focused on driving KPI’s and outcomes validated by the customer.
• Lead your team of Customer Success Managers to develop plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals
• Ensure the team delivers efficiently via strong operational processes, capability development, and alignment with key partners across the Customer Success organization as well as in sales, account management, and  product and engineering teams
• Assigns client accounts and manages team workloads 
• Track accounts to identify early risk factors, and develop and implement risk mitigation plans
• Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Account Management, Engineering, etc
• Assure your team is deploying the engagement models and  methodologies we have created, and offerings that ensure the adoption of Conductor Platform
• Inspire, recruit and develop top talent Customer Success team members who bring a customer-centric view to their everyday roles, with support from internal People function
• Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives
• Drive strategy to ensure measurable customer adoption and retention
• Accelerate customer lifetime value by maintenance of playbooks across the customer journey across defined customer segments
• Deliver meaningful, strategic and tactical insight to leadership team through customer feedback, business goals, key performance indicators, and customer analysis
• Represent the experience of the customer within Conductor
• Keep up-to-date with the latest CS trends and best practice
• Conduct business with integrity consistent with Conductor’s values, policies and procedures 

Required Skills/Abilities: 

• 10+ years of total experience, with 6+ years in SaaS Customer Success and/or SaaS Adoption & Enablement
• At least 3 years of relevant experience managing CSMs. Demonstrated ability to grow, develop, and retain top talent
• Clear approach and methodology to use AI systems and tools to drive efficient Customer Success processes and team efficiency
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
• Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies
• Deep understanding of Customer Success metrics and how to measure them
• Experiencing using CS Tools (Gong, Catalyst, Totango, Salesforce  etc.)
• Strong understanding of value drivers in recurring revenue business models
• Ability to learn and adapt quickly in a high-growth, dynamic environment
• Superior client communication skills and the ability to build strong relationships with the ability to drive outcomes
• Excellent presentation and communication skills, including ability to create powerful materials in -Microsoft PowerPoint, Excel, Word, etc.
• Customer-oriented approach in managing communications and issues
• You’re known for getting work done with diligence and collaboration - a team player who is also assertive and resilient
• Proficiency in the use of related software and computer tools
• Demonstrated commitment to continuous learning 
• 4-year College degree preferred or equivalen