Head of Customer Strategy (Customer Success Director)

About Our Client

Our client is the world’s first AI-powered enterprise customer intelligence platform. Dubbed “Moneyball for Sales”, the organization was founded to give enterprise sales representatives and go-to-market teams a differentiating advantage. Today, leading enterprise companies rely on the platform to help their teams engage as experts – improving the buying experience for customers and accelerating revenue acquisition. The organization is a funded company backed by prominent venture capital firms. It is a customer-focused, innovative, and collaborative learning organization with a distributed team working across the globe.

About The Role

The role seeks a dynamic Head of Customer Strategy (Customer Success Director) to lead a high-performing CS team and oversee the full post-sales customer lifecycle for major global tech and consulting clients. Key responsibilities include driving customer retention and account growth, strengthening customer relationships, and delivering technology-driven solutions that improve revenue performance.

This leader will manage a portfolio of large, complex accounts, ensure team and customer success, and contribute to operational excellence across the go-to-market organization. The ideal candidate thrives in a fast-paced, hyper-growth environment and is passionate about Sales AI and delivering a world-class customer experience.

Key Responsibilities

• Work directly with CS Managers and Account Executives to help customers recognize their short- and long-term business initiatives leading to expansion and growth of accounts
• Learn and help to define a data-driven approach to customer success and management
• Be an active member of the Leadership team to continuously improve processes which accelerate scaling of operations
• Analyze customer data and work with the team to identify patterns that help in taking concrete actions to drive better customer adoption of the platform
• Directly collaborate with customers to ensure they are realizing the benefits from the AI software: saving time and driving significant pipeline and sales expansion
• Understand customer sales cycles and identify how use cases can be leveraged across the process
• Become an expert at the company's approach to guided selling through hands-on training
• Work alongside C-level sales leaders to create data-driven solutions for supercharging sales
• Undergo mentoring sessions with top executives and board advisors
• Meet regularly with GTM leaders to gain insight into business objectives and issues
• Collaborate with sales and solutions engineering leaders to achieve agreed-upon sales targets and outcomes consistently and on time
• Work effectively with team members and other departments to reach sales targets
• Stay up-to-date with sales best practices and trends

Required Qualifications

• 8-12 years of relevant experience across customer success, consulting and/or enterprise sales
• Excellent customer-facing skills backed with demonstrated problem-solving and analytical mindset
• Strong understanding of the enterprise GTM sales ecosystem and different roles and responsibilities of each stakeholder
• Demonstrated ability to run multiple engagements in parallel and ability to form strong and lasting relationships with key stakeholders, both external and internal
• Has managed a team of 4-8 managers/consultants/associates in their current/last role
• Strong familiarity with income statements and financial metrics
• Experience working cross-functionally and an ability to communicate complex concepts succinctly
• Ability to work collaboratively with sales, product and engineering
• Proficiency in PowerPoint and Excel (and G-suite) for creating compelling slideware and running data analytics for executive presentations
• High attention to detail
• Ability to hustle with a ‘get-things-done’ attitude
• Collaborative mentality by prioritizing ‘we’ and not focusing on ‘me’

Preferred Qualifications

• Previous work in a rapidly scaling startup environment

Additional Information

• Competitive salary and equity
• Employer contribution to Medical, Dental, Vision
• 401k Retirement Plan
• Unlimited PTO
• Employee referral bonus program

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”