- Company Name
- STRIDE Management Corp
- Job Title
- Director, Customer Success Management
- Job Description
-
**Job Title**
Director, Customer Success Management
**Role Summary**
Lead the customer success function for key partner accounts, driving strategic account planning, revenue growth, and program excellence. Own the end‑to‑end customer lifecycle, ensuring alignment, engagement, compliance, and measurable fundraising impact.
**Expectations**
* Serve as senior relationship owner for high‑value partners.
* Deliver measurable revenue growth and fundraising impact.
* Maintain program accuracy, compliance, and quality execution.
* Represent customer success in executive discussions and strategic planning.
**Key Responsibilities**
1. Develop and execute strategic account plans that maximize revenue and fundraising impact.
2. Act as the primary relationship owner for key partner accounts, ensuring satisfaction throughout the lifecycle.
3. Lead regular business reviews and executive presentations, using data to demonstrate program impact.
4. Oversee cross‑functional readiness and delivery of client programs, ensuring accuracy, compliance, and high quality.
5. Collaborate with Marketing, Legal, Finance, Technology, and Operations to ensure seamless delivery and regulatory adherence.
6. Manage timelines, risks, and issue resolution in partnership with internal teams and clients.
7. Mentor and lead a high‑performing account management, project delivery, and client success team.
8. Foster a culture of accountability, collaboration, and client‑first thinking.
9. Contribute to organisational planning and strategic discussions to support growth and program evolution.
**Required Skills**
* Extensive experience in customer success, account management, or client‑facing roles (B2B/professional services).
* Strong verbal and written communication, including senior/executive presentation skills.
* Proven leadership of high‑performing teams.
* Ability to develop and execute strategic account plans that drive revenue growth.
* Solid project/program management experience with complex, multi‑stakeholder engagements.
* Strong financial and analytical skills; comfortable using data to inform decisions.
* Ability to navigate competing priorities, manage escalations, and build trusted partnerships.
* Advanced computer skills; proficiency with CRM and collaboration tools; quick to learn new systems.
**Required Education & Certifications**
* Bachelor’s degree in Business Administration, Marketing, Finance, or related field (preferred).
* Professional certifications in Customer Success, Project Management, or related disciplines are a plus.