Director, Customer Success

Cint; Belle Chasse (LA); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401K with company matching

PTO, unlimited sick days

Remote Work

Paid maternity and paternity leave

Job summary

A global software leader is seeking a Director of Customer Success for the Americas. This role involves managing and mentoring a team of Customer Success Managers (CSMs) to enhance client retention and satisfaction while driving revenue growth within the company's market research platforms. The ideal candidate will have extensive experience in customer success and a strong understanding of SaaS technologies, thriving in a consultative, tech-focused environment. The company offers competitive benefits and opportunities for professional growth.

Qualifications

• Proven experience in Customer Success, Account Management, or related client-facing roles (often 5+ years).
• Demonstrated experience in a supervisory or director capacity (often 2+ years).
• Strong understanding of SaaS, software, API integrations, and data analysis.
• Excellent communication, presentation, and relationship-building skills.
• Strategic thinking, problem-solving, and a data-driven mindset.
• Familiarity with the market research industry is a plus.

Responsibilities

• Lead, coach, and develop CSMs, setting performance goals and ensuring team effectiveness.
• Develop and implement strategies to maximize client adoption, satisfaction, and retention.
• Build strategic, trusted-advisor relationships with key accounts.
• Analyze customer usage, performance metrics, and trends to provide insights.
• Work with Sales, Product, and Support teams to advocate for customer needs.
• Identify opportunities for account growth, renewals, and upsells.
• Standardize and scale best practices for team operations and onboarding.

Skills

Customer Success

Account Management

SaaS

API integrations

Data analysis

Communication skills

Relationship-building

Tools

Salesforce

PowerBI

Job description

Cint is a global software leader in technology‑enabled insights. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has one of the world’s largest consumer networks for digital survey‑based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insight‑driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

Job Description

Director of Customer Success, Americas manages and mentors a team of Customer Success Managers (CSMs), focusing on client retention, satisfaction, and revenue growth within Cint's market research platforms. The Director drives strategy, analyzes data, resolves escalations, and collaborates cross‑functionally to ensure clients achieve goals, leverage data to improve processes and foster strong advisor relationships for renewals and upsells in a tech‑focused, consultative environment.

Key Responsibilities

• Team Leadership: Lead, coach, and develop CSMs, setting performance goals and ensuring team effectiveness.
• Customer Strategy: Develop and implement strategies to maximize client adoption, satisfaction, and retention using Cint’s ResTech platforms.
>Relationship Management: Build strategic, trusted‑advisor relationships with key accounts, acting as an escalation point for complex issues.
• Data & Reporting: Analyze customer usage, performance metrics, and trends to provide insights, generate reports, and inform strategy.
• Internal Collaboration: Work with Sales, Product, and Support teams to advocate for customer needs and drive product improvements.
• Growth & Upsell: Identify opportunities for account growth, renewals, and upsells by understanding client business needs.
• Process Improvement: Standardize and scale best practices for team operations and client onboarding.

Qualifications

• Proven experience in Customer Success, Account Management, or related client‑facing roles (often 5+ years).
• Demonstrated experience in a supervisory or director capacity (often 2+ years).
• Strong understanding of SaaS, software, API integrations, and data analysis.
• Excellent communication, presentation, and relationship‑building skills.
• Proficiency with CRM software (like Salesforce) and data visualization tools (like PowerBI).
• Strategic thinking, problem‑solving, and a data‑driven mindset.
• Familiarity with the market research industry is a plus.

Benefits

• Medical, Dental, and Vision insurance options.
• 401K with company matching.
• PTO, unlimited sick days.
• Remote Work.
• Paid maternity and paternity leave.

Our Values

Collaboration is our superpower.

• We uncover rich perspectives across the world.
• Success happens together.
• We deliver across borders.

Innovation is in our blood.

• We’re pioneers in our industry.
• Our curiosity is insatiable.
• We bring the best ideas to life.

We do what we say.

• We’re accountable for our work and actions.
• Excellence comes as standard.
• We’re open, honest and kind, always.

We are caring.

• We learn from each other’s experiences.
• Stop and listen; every opinion matters.
• We embrace diversity, equity and inclusion.

We’re proud to be recognised in Newsweek’s 2025 Global Top 100 Most Loved Workplaces®, reflecting our commitment to a culture of trust, respect, and employee growth.