Customer Success Director — Strategy & Growth Leader

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

Benefits offered by this job

Flexibility & Work-Life Balance

Flexible schedule

Reduced hours on Fridays

Day off on your birthday

25 days 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 to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability. You will oversee Client Directors and their teams, collaborating with the COO and cross-functional leaders to align goals and execute customer-centric initiatives.

This senior role requires a data-driven mindset and hands-on leadership to translate analytics into improvements in NPS and NRR.

Qualifications

• 8+ years in Customer Success, Strategic Consulting, or Account Management.
• At least 3 years in a senior leadership role.
• Proven track record in driving improvements in KPIs such as NPS and NRR.
• Experience in B2B SaaS environments and fast-scaling companies.
• Strong analytical, leadership, communication and cross-functional collaboration skills.
• Fluent in English and Spanish (spoken and written); native 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 alignment with company goals.

Job description

Loyal Guru is seeking a Customer Success Director - Strategy & Performance to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability. You will oversee Client Directors and their teams, collaborating with the COO and cross-functional leaders to align goals and execute customer-centric initiatives.

This senior role requires a data-driven mindset and hands-on leadership to translate analytics into improvements in NPS and NRR.