Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
About the role
- Director of Customer Success at Togetherwork designing and leading customer success function. Focus on scalable strategies to drive customer engagement, retention, and growth.
Responsibilities
- Build & Scale Playbooks: Develop and implement customer success playbooks that engage and support customers at scale through digital, automated, and technology-driven initiatives.
- Technology-Enabled Success: Identify, implement, and optimize customer engagement platform(s).
- Customer Journey Mapping: Define and refine the end-to-end customer journey, ensuring every stage, from onboarding to renewal, is supported by scalable processes and resources.
- Content & Enablement: Collaborate on creation of customer education assets (webinars, knowledge articles, online training, playbooks) that enable a one-to-many approach.
- Data-Driven Insights: Establish and monitor customer success metrics (adoption, retention, churn, NPS, health scores) to drive continuous improvement.
- Cross-Functional Leadership: Partner with Product, Sales, Marketing, and Support teams to ensure customer feedback informs product strategy and customer needs are consistently met.
- Team Leadership: Build and lead a high-performing Customer Success team, setting goals, developing talent, and fostering a customer-first culture.
Requirements
- 8+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles.
- Proven success in building scalable customer success programs leveraging technology.
- Experience with customer success platforms (e.g., Vitally, Gainsight, Totango, ChurnZero, Zendesk, Intercom, etc.).
- Strong analytical skills with the ability to use data to drive strategy and measure impact.
- Exceptional communication, leadership, and change management skills.
- Experience leading teams and working cross-functionally in a fast-paced environment.
Benefits
- Employee Referral Bonus: Eligible for $1,000 referral bonus
- Flexible paid vacation/personal time policy
- 6 weeks paid parental leave
- Discretionary bonuses
- Long term incentives
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