Customer Success Strategy Director - Growth & Retention

Empresaconfidencial; Barcelona; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Flexible schedule

Birthday day off

25 days vacation

Training budget and language classes

Clear career path

Job summary

Loyal Guru is seeking a Customer Success Director – Strategy & Performance to lead our customer strategy with the aim of maximizing satisfaction, retention, and profitability. This senior role oversees Client Directors and aligns goals with the COO and cross-functional teams to drive customer-centric strategies.

This position requires a strong business mindset, data-driven decision-making, and a relentless commitment to customer excellence, transformation, and measurable results.

Qualifications

• 8+ years of experience in Customer Success, Strategic Consulting, or Account Management.
• Proven track record in driving improvements in KPIs such as NPS and NRR.
• Experience in B2B SaaS environments and fast-scaling companies.
• Strong analytical skills and ability to translate data into strategic decisions.
• Outstanding leadership, communication, and cross-functional collaboration skills.
• Hands-on attitude with a high focus on results.
• High level of English (spoken and written).
• Native level of Italian.

Responsibilities

• Design and implement strategies to drive customer retention, satisfaction, and long-term growth.
• Lead and mentor Client Directors and their teams, fostering a culture of customer excellence.
• Define, track, and continuously improve key KPIs, including: NPS, NRR, and customer margins.
• Identify and act on opportunities to optimize operational efficiency across the Customer Success organization.
• Serve as a strategic reference point for innovation and best practices in customer management.
• Collaborate closely with the COO and other department leaders to ensure alignment with company goals.

Skills

Leadership

Analytics

Strategic thinking

Communication

Cross-functional collaboration

B2B SaaS

Results oriented

English

Italian (native)

Job description

Loyal Guru is seeking a Customer Success Director – Strategy & Performance to lead our customer strategy with the aim of maximizing satisfaction, retention, and profitability. This senior role oversees Client Directors and aligns goals with the COO and cross-functional teams to drive customer-centric strategies.

This position requires a strong business mindset, data-driven decision-making, and a relentless commitment to customer excellence, transformation, and measurable results.