Note: The job is a remote job and is open to candidates in USA. AlphaSense is a company that provides AI-driven market intelligence to help organizations make informed decisions. They are seeking a Senior Director of Customer Success to lead their global customer success strategy, focusing on retaining and expanding relationships with strategic customers while building a high-performing team and scalable programs.
Responsibilities
- Define and drive the overarching strategy for the global customer success organization for the Corporates and Consulting business, translating business objectives into team priorities, coverage models, and scalable programs
- Build, develop, and inspire a team of high performing reps and CS managers, creating a culture of accountability, coaching, and continuous improvement across the organization
- Develop and execute strategies that deepen product adoption, accelerate time-to-value, and turn customers into long-term advocates with particular emphasis on our GenAI capabilities
- Take full ownership of the digital success program, including managing day-to-day operations and holding accountability for renewal and retention outcomes across the customer base
- Partner with Sales and Account Management leadership to ensure the right coverage and resource allocation across our highest-value accounts
- Build and institutionalize scalable playbooks, frameworks, and data-driven practices that elevate the performance of the entire CS function
- Act as a senior voice for the customer across the organization aligning with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives
Skills
- A seasoned customer success leader with 10+ years in client-facing SaaS roles and 4+ years leading managers or multi-tiered teams
- A proven track record of owning adoption outcomes at scale while connecting team actions back to those outcomes
- An experienced leader who has owned and delivered against renewal/retention targets
- A strategic thinker who translates high-level business goals into executable team programs and measurable results
- An exceptional executive communicator who can influence C-suite stakeholders internally and externally with clarity and credibility
- A data-driven operator who builds systems and uses insights to continuously improve team performance and customer outcomes
- Someone who thrives in fast-paced, high-growth environments and has a track record of building for scale
- Preferably located in the ET or GMT timezones
Benefits
- You may also be offered a performance-based bonus, equity, and a generous benefits program.
Company Overview