Director of Customer Success - Americas

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Job Description

Position: Director of Customer Success – Americas

Location: New York, Boston or Chicago (Hybrid)

Intralinks is a leading, global technology provider of inter-enterprise content management and collaboration solutions. Through innovative Software-as-a-Service solutions, Intralinks solutions are designed to enable the exchange, control, and management of information between organizations securely and compliantly when working through the firewall.

More than 2 million professionals at 800 of the Fortune 1000 companies depend on Intralinks' expertise. Intralinks has more than 15 years of experience with a track record of enabling business collaborations and high-stakes transactions valued at more than $19 trillion. Intralinks is a trusted provider of easy-to-use, enterprise strength, cloud-based collaboration solutions.

Intralinks is headquartered in the USA and operates more than twenty offices on four continents with offices in Asia Pacific located in Australia, Hong Kong, Japan, Singapore, Korea and India.

Why You Will Love It Here!  

• Flexibility: Hybrid Work Model & a Business Casual Dress Code 
• Your Future: 401k Matching Program, Professional Development Reimbursement  
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays 
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave  
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity 
• Training: Hands-On, Team-Customized, including SS&C University  
• Extra Perks: Discounts on fitness clubs, travel and more! 

What You Will Get To Do:  

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our services and continue to purchase on a recurring basis. As such, we need an executive to own driving success for our Americas customers. This role includes responsibilities for Customer Success activities (on-boarding, adoption, advocacy, retention) and outcomes (e.g., renewals, up-sell).       

Responsibilities:

Client Relationship Management: 

• Serve as the primary point of contact for key clients in the Americas, building and maintaining strong, long-term relationships. 
• Understand clients' business objectives, challenges, and expectations.

Customer Success Planning: 

• Develop and implement customer success strategies to drive client engagement, retention, and loyalty. 
• Define success metrics, KPIs, and benchmarks to measure and track client satisfaction, usage, and outcomes1.

Client Advocacy and Feedback: 

• Act as a client advocate within the organization, representing the voice of the customer. 
• Solicit and gather client feedback, testimonials, and case studies to showcase success stories and drive business growth.

Team Leadership and Development: 

• Lead World-class Customer Success Team in the Americas region.
  • Attract and retain high potential individual contributors into team
  • Foster collaboration within team and across the organization 

• Provide guidance, coaching, and support to help team members 
• Encourage continuous learning within team

Performance Monitoring and Reporting: 

• Monitor and analyze key performance metrics related to customer success, including client retention rates, satisfaction scores, and revenue growth. 
• Prepare regular reports, dashboards, and presentations for internal stakeholders and executive leadership.

Cross-functional Collaboration: 

• Collaborate with internal teams such as sales, technical operations, and product management to ensure alignment of customer success initiatives with overall business objectives.

Required Experience/Skills:

• Experience: 7+ years experience in years of customer success experience working in B2B SaaS Environments.
• Management Experience: 5+ years of management experience as a customer success team manager or leader.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong emp