Strategic Customer Success Director: Growth & Retention

Loyal Guru; Barcelona; On-site; EUR 150,000 - 210,000; Full time

Benefits offered by this job

Flexible schedule

Short Fridays

Birthday day off

25 days vacation

Training budget

Career path

Wellness benefits

Team buildings

Job summary

Loyal Guru is seeking a Customer Success Director – Strategy & Performance to lead our customer strategy, maximize satisfaction, retention, and profitability. This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function.

You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies.

Qualifications

• 8+ years of experience in Customer Success, Strategic Consulting, or Account Management; senior leadership experience.

Responsibilities

• Design and implement strategies to drive retention, satisfaction, and long-term growth.
• Lead and mentor Client Directors and their teams, fostering a culture of customer excellence.
• Define, track, and improve KPI such as NPS, NRR, and customer margins.
• Identify opportunities to optimize operational efficiency across CS.

Skills

Customer success

Strategic consulting

Account management

B2B SaaS

Data analytics

Leadership

English

Spanish

Italian

Job description

Loyal Guru is seeking a Customer Success Director – Strategy & Performance to lead our customer strategy, maximize satisfaction, retention, and profitability. This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function.

You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies.