Customer Success Director (Remote)

Job Details Description The Customer Success Director (CSD) focuses on the strategy for all the accounts, building client relationships, and working with the operations Director to provide optimal services to the accounts. The CSD will work across Accounts to create and implement client KPI’s, sharing best practices and benchmarking across the enterprise accounts. The CSD develops and oversees Account project plans to ensure that each account is meeting the client’s needs and expanding M&IW services available to the client with a goal of increased revenue and margins. The CSD acts as the liaison and contact with the client procurement & meetings management contacts, for each our enterprise Accounts. Management Responsibilities What you will do here: - Effectively managing 2+ Accounts - Project management with a consultative approach - Manage and mentor Customer Success Manager (CSM) who have ultimate responsibility for customer satisfaction. - Identify key Customer Success team personnel for inclusion in industry educational events and other forms of career development - Provide a leadership role and give clear and consistent direction to the Customer Success teams regarding the client’s business needs and how this can be matched with M&IW services - Develop annual business plan template and work with the CSMs and Event Operations managers to create business review for clients. The CSD will attend each of the business reviews for our enterprise accounts to assist in business development and to share Industry trends and benchmarking and to establish relationships with key clients - Audit and review profit/loss on accounts, work with the CSM to address problem areas of the pricing model and to develop in areas of opportunity. - Analyze and advocate for appropriate CSM team structure to support the client’s needs, and the P&L margin - Engage in escalated Issue resolution with the meeting owners and CSM’s, if necessary - Add Input on account RFP pro