Senior Director, Customer Success

About Captiv8:

Captiv8 is the ultimate influencer marketing platform, empowering brands across the globe to authentically connect with audiences and tell their unique story.

Our AI-driven platform simplifies influencer marketing, allowing brands to gain a deeper understanding of their audience, discover talented creators, optimize content, benchmark against competitors, and expand their customer base across various social media platforms. Captiv8 provides first-party data to enhance all aspects of influencer campaigns. In addition to the platform, Captiv8 offers Strategic Services where our in-house brand strategy and creative experts are on call to craft campaign success.

We're recognized as the industry leader, ranking #1 in customer satisfaction and earning the trust of industry peers. With a 5-star rating from Influencer Marketing Hub and a leadership endorsement from Forrester, we've set the standard in the influencer marketing landscape. Our pioneering API-integrated data connections with TikTok, Facebook, Instagram, Snapchat, and YouTube have provided greater transparency across the brand marketing industry.

Captiv8 is the driving force behind influencer marketing excellence. Join us and become a part of this exciting journey!

Your Mission:

The Senior Director, Customer Success will lead and scale our global Customer Success organization, ensuring customers achieve maximum value from the Captiv8 platform while driving retention, expansion, and customer advocacy. This role is critical in building long-term relationships with enterprise and mid-market clients, fostering a customer-centric culture, and driving measurable outcomes.

Responsibilities:

As a key leadership team member, the Senior Director, Customer Success will report to the Head of Customer and work cross-functionally with sales and product to deliver a world-class customer experience.

Key Responsibilities

Strategic Leadership:

• Develop and execute a customer success strategy aligned with the company’s growth goals.

• Establish a scalable framework for customer onboarding, adoption, renewal, and expansion.

Retention and Growth:

• Own net retention metrics, including customer churn and upsell targets.

• Identify growth opportunities and drive account expansions.

Team Leadership and Development:

• Build, mentor, and inspire a high-performing global customer success team.

• Set clear KPIs for the team, fostering accountability and performance excellence.

Customer Advocacy:

• Serve as the voice of the customer internally, ensuring customer feedback informs product and service enhancements.

• Build strong relationships with key customers, acting as a relationship sponsor.

Operational Excellence:

• Implemented and optimized customer success tools and processes, including CRM and analytics platforms like SalesForce.

• Monitor and report on customer health scores, satisfaction (e.g., NPS/CSAT), and other success metrics.

Cross-Functional Collaboration:

• Partner with product and engineering teams to influence the product roadmap based on customer insights.

• Collaborate with marketing on case studies, testimonials, and reference programs.

Requirements:

• 10+ years of experience in Customer Success or Account Management roles, with at least 5 years in leadership positions.
• Proven track record of managing customer success organizations at a SaaS or Martech company.
• Strong understanding of SaaS metrics, including NRR, churn, and LTV.
• Exceptional leadership and people management skills, with experience scaling global teams.
• Adept at navigating complex, enterprise-level customer relationships.
• Strong analytical and pr