Customer Success Director: Strategy & Growth

Loyal Guru; Italy; On-site; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Flexibility & Work-Life Balance

Flexible schedule

Reduced hours on Fridays

Birthday day off

25 days of vacation

Professional Growth

Budget for training and language class

Clear career path

Access to Wellhub and BH Bienestar

Frequent team buildings

Job summary

Loyal Guru is seeking a Customer Success Director - Strategy & Performance in Italy to lead our customer strategy, maximize satisfaction, retention, and profitability. This senior role oversees Client Directors and collaborates with the COO and cross-functional teams to execute customer-centric strategies.

You will drive transformation with a data-driven mindset, define and track KPIs, and champion continuous improvement and measurable results across the organization.

Qualifications

• 8+ years of experience in Customer Success, Strategic Consulting, or Account Management.
• At least 3 years in a senior leadership role.
• Proven track record of improving KPIs such as NPS and NRR.
• Experience in B2B SaaS and fast-scaling companies.
• Strong analytical skills and ability to translate data into strategic decisions.
• Outstanding leadership, communication, and cross-functional collaboration.
• Hands-on attitude with a high focus on results.
• High level of English & Spanish (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 and NRR.
• 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 (Product, Sales, Operations) to ensure strategic and operational alignment with overall company goals.

Skills

Leadership

Data analysis

Strategic thinking

B2B SaaS

Cross-functional collaboration

Job description

Loyal Guru is seeking a Customer Success Director - Strategy & Performance in Italy to lead our customer strategy, maximize satisfaction, retention, and profitability. This senior role oversees Client Directors and collaborates with the COO and cross-functional teams to execute customer-centric strategies.

You will drive transformation with a data-driven mindset, define and track KPIs, and champion continuous improvement and measurable results across the organization.