Director of Customer Success - US
Chicago
Customer Success – Customer Success Management US /
Full-time /
Hybrid
What we expect you to own and run with:
Team Leadership & Development:
- Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities.
- Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization
- Recruit, onboard, and develop top Customer Success talent to support company growth
- Foster a culture of customer-centricity, collaboration, and continuous improvement
Strategic Customer Management
- Oversee the management of our most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth
- Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions
- Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio
Revenue Growth & Retention
- Own and drive Net Revenue Retention targets across the Customer Success organization
- Identify and execute opportunities for upselling and cross-selling by aligning our platform to evolving customer needs
- Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates
- Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion
Organizational Strategy & Operations
- Define and implement Customer Success processes, playbooks, and best practices across the team
- Establish metrics and reporting frameworks to track team performance and customer health
- Partner closely with Product, Sales, and Engineering teams to ensure customer feedback drives product roadmap decisions
- Lead cross-functional initiatives to improve customer experience and drive business outcomes
Market & Industry Expertise
- Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations
- Represent the company at industry events and customer conferences
- Stay current on market trends and competitive landscape to inform customer success strategies
Which boxes you need to check:
- 5-8+ years of experience in Customer Success, Account Management, or customer-facing roles in B2B SaaS environments
- 3+ years of experience managing and scaling Customer Success teams of 5+ people
- Proven track record of developing high-performing teams and driving individual contributor success
- Demonstrated success managing strategic accounts with executive-level stakeholders and complex decision-making processes
- Strong understanding of SaaS customer lifecycle and experience driving Net Revenue Retention of 110%+
- Experience leading quarterly business reviews and strategic planning sessions with C-level executives
- Familiarity with the OEM, machinery, or manufacturing industry strongly preferred
- Experience with CRM systems like HubSpot or Salesforce and Customer Success platforms
- Exceptional communication, presentation, and stakeholder management skills
- Strategic thinking with ability to balance long-term vision with short-term execution
- Consultative, analytical, and highly organized approach with focus on business impact
- Experience working in fast-paced, high-growth environments
- Comfortable with ambiguity and building processes from the ground up
- Willingness to travel 2-3 times per month across North America for customer visits and team meetings
Why MARKT-PILOT:
- Inspiring Team Culture: Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.
- Flexible Working Hours: Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.
- Generous Paid Time Off: Recharge with 25 paid vacation days each year to relax, explore, or focus on personal growth.
- Sick Leave: We care about your health and well-being. In alignment with Chicago’s Paid Sick Leave Ordinance, you will receive 5 day of sick time per year to be used
- Transit Benefits: Simplify your commute with our Transit Benefits Program, which provides subsidies for public transportation.
- Divvy Annual Subscription: Love a green commute? Enjoy a free Divvy bike share subscription, making it easy and eco-friendly to get around.
- Comprehensive Benefits Package: We offer premium medical plans, including dental, vision, and life insurance, so you can focus on what matters most.
- Financial Support: Benefit from a 5% 401(k) match and an annual Learning and Development budget to support your professional growth.
- Supportive Parental Leave: Take advantage of 3 months of paid parental leave to be there for your loved ones when they need it the most.
