Director of Customer Success, NA
Stockholm
Customer Success – Solution /
Full-time /
Remote
About us
Mavenoid is the Intelligent Support Platform for products and devices. Our purpose-built technology delivers best-in-class customer support with intelligent troubleshooting and personalized remote support. Our product provides manufacturers and sellers genius-level customer support while reducing costs.
Having raised our Series B, we’re in an exciting phase of growth but are still small enough for each new person to have a big impact on the company as a whole. We were founded in Stockholm, Sweden, but now operate globally as a remote-first company, with team members located across Sweden, the United Kingdom, the United States, and more.
The role
We’re looking for a Director of Customer Success to lead and scale our enterprise customer relationships. In this role, you’ll manage a small, high-impact team while personally overseeing a large book of business made up of enterprise customers. You’ll play a critical role in driving customer value, retention, and expansion for AI-powered solutions.
This is a hands-on leadership role for someone who thrives at the intersection of strategy, execution, and customer engagement.
What you'll do
- Lead, coach, and develop a small team of Customer Success Managers, including onboarding and training, ongoing support, and performance management
- Own and manage a large portfolio of enterprise customers across the Americans, serving as a senior strategic partner, being responsible for full lifecycle of the relationship from initial onboarding to renewal and upsell
- Drive customer outcomes across onboarding, adoption, renewals, and expansion
- Project manage customer implementations, coordinating across to teams to scope and deploy AI solutions for customer support, including integrations with external systems (e.g. CRMs, ERPs, CCaaS systems, eCommerce platforms)
- Partner closely with Sales, Product, and Engineering to deliver value and influence roadmap priorities
- Maintain executive-level relationships with all key customers in the Americas, traveling for onsite business reviews and workshops in United States and Canada
- Key focus on selling and implementing AI Voice Assist solutions for customer support call centre teams
- Identify and mitigate risk across entire team’s portfolio, optimizing NRR growth and forecasting any potential revenue churn
- Support marketing and sales by speaking at events and hosting client webinars to highlight success stories and platform capabilities
- Act as an executive sponsor for key accounts, engaging with senior stakeholders
- Establish best practices for enterprise CS motions, especially in AI-driven CX solutions
- Identify risks and opportunities across the customer base and take proactive action
What we're looking for
- 9–10 years of experience in customer-facing roles within SaaS, ideally AI-based SaaS
- At least 4 years of experience working with AI solutions in customer experience (CX)
- Proven experience selling and implementing AI voice solutions for enterprise customers
- Strong background managing a large enterprise book of business
- Prior experience leading and mentoring a small team
- Comfort working with complex, technical products and senior enterprise stakeholders
- Excellent communication, executive presence, and problem-solving skills
- Experience working with contact centers or customer experience platforms
- Experience with value-based success frameworks and enterprise renewals
- Background in fast-growing or scaling SaaS environments
Our Core Values
Win as a Team - Teams are not just extensions of leaders, but are instead a composite of individuals, each with their own strengths. We need to work together in order to scale. And, it’s more fun this way!
Teach & Be Taught - As a company, we believe that there is always a way to improve how you work, and therefore it is important to be consistently open to learning. Also, in a fast-growing company, roles & contexts shift, and it is important to be able to adjust. Teaching others is the flip side of that – it's a great way to build deeper understanding of the topics you teach, and also an important tool to scale the organization as you step into new roles and responsibilities.
Cut out the B.S. - Get to the bottom of the issue and surface the information needed to make good decisions.
Pick up the Pace - As a startup, our structural advantage is speed, but only if we act with urgency. Don’t leave for tomorrow what you can do today.
Eyes on the Ball - Don’t get distracted from what is most important, right now. In a startup, there are a million different things that you can do in any situation, and it’s necessary to have a consistent focus over time on the things that have the highest impact.
