Customer Success Director

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company has evolved from a leader in conversation intelligence to a provider of the world’s most comprehensive AI-powered Customer Experience (CX) automation platform. This role seeks a Customer Success Director to join the success team and lead the strategy, execution, and measurable value realization for a portfolio of customers.

As a Customer Success Director, this position manages a portfolio of mid-size to large strategic accounts within assigned industries or verticals. The role delivers measurable customer outcomes by creating and executing Strategic Success Plans that drive ROI, expand multi-platform adoption, and support operational excellence. As the primary partner for program leads and executive sponsors, this role ensures that their business priorities are closely aligned with the organization’s solutions and services.

This position works closely with Customer Success Managers and collaborates across the organization with Sales Executives, Account Managers, and other cross-functional teams to ensure customer success activities directly support revenue, growth, and retention goals. This position is ideal for professionals with established customer success skills who demonstrate professional curiosity; a continuous drive to deepen industry expertise, understand complex customer needs, anticipate emerging trends, and the confidence to challenge assumptions (a challenger mentality) to optimize strategy, execution, and measurable results.

Key Responsibilities

• Manage ACV portfolio up to $10M.
• Engage strategic accounts with expanding platform coverage and integrations.
• Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI.
• Engage technical, operational, and executive stakeholders through targeted communication and strategic calls.
• Maintain program-level relationships with customer executives.
• Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies.
• Manage renewals and expansion planning for assigned accounts.
• Mentor Customer Success Managers to elevate strategic delivery quality.
• Travel up to 30% for customer on-site needs.
• Monitor account health and success metrics in Gainsight.

Required Qualifications

• 5+ years in customer success, account management or client relations
• Strategic account management expertise
• Deep CX automation & integration experience
• Persona-based engagement across multiple stakeholder levels
• ROI storytelling ability
• Renewal strategy leadership
• Cross-functional project management
• Business analysis & planning
• Negotiation & Influence skills
• Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot, or similar) to support daily work tasks.
• Skilled in crafting effective prompts to obtain relevant, accurate, and useful outputs.
• Able to interpret and adapt AI generated content to meet project or client needs, applying judgment and domain knowledge.
• Understands the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context.
• Professional community engagement skills
• Short-form video and expert coaching production
• Ability to challenge assumptions in customer strategy to ensure focus on value driven ROI
• Identify risks early; embed mitigations into strategic plans

Preferred Qualifications

• Industry specialization in one or more of the following areas (Healthcare, FinServ, Utilities, Consumer Goods & Services, Retail, B2B Services, or Telco)
• Experience leading multi-platform integrations
• Bilingual speaker (Spanish preferred).
• Prior leadership experience in Customer Success within a SaaS environment.
• Experience in AI/ML-enabled products and customer journey optimization.

Additional Information

Does the possibility of using artificial intelligence to improve human connection excite you? The organization agrees!

The organization is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Its industry-recognized platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, the organization empowers organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, the organization helps organizations transform customer insights into action.

The organization’s core set of values — from maniacal customer focus and radical candor to team mentality and transparency — serve as a touchstone for what the organization strives to create in a workplace culture and weave through everything it does as a company. The organization believes that by building a team of brilliant, inspired people, it can truly accomplish amazing things together. The organization is committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

The organization’s strong commitment to a positive environment continually earns it recognition as a top workplace.

At the organization, the belief is that having a work-life balance is key to being able to deliver your best every day. The organization strives to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, and more.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.