[Remote] Customer Success Director
Note: The job is a remote job and is open to candidates in USA. The British School of Amsterdam is seeking a strategic and results-driven Customer Success Director to lead and scale their customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle.
Responsibilities
- Define and execute the overall customer success strategy aligned with company objectives and growth targets
- Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs)
- Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processes
- Develop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime value
- Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenue
- Collaborate with sales, product, marketing, and support teams to ensure a seamless customer experience
- Act as an executive sponsor for key accounts, building strong relationships with senior client stakeholders
- Analyze customer data and feedback to identify trends, risks, and growth opportunities
- Drive customer advocacy initiatives, including testimonials, case studies, and referrals
- Lead escalation management and ensure timely resolution of critical customer issues
Skills
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred
- 8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role
- Proven experience managing and scaling customer success teams in a SaaS, technology, or service-based environment
- Strong understanding of customer lifecycle management and retention strategies
- Excellent leadership, coaching, and team development skills
- Exceptional communication, negotiation, and relationship management abilities
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)
- Data-driven mindset with strong analytical and problem-solving skills
- Ability to operate effectively in a remote, fast-paced, and cross-functional environment
- MBA preferred
Benefits
- Flexible remote work environment
- Competitive hourly compensation
- Performance-based incentives and bonuses
- Leadership development and career advancement opportunities
- Collaborative and innovative company culture
Company Overview