Senior Director Customer Success

Transcom; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Director of Customer Success to lead client relationships and drive customer satisfaction. This role involves overseeing a diverse portfolio of brand partners, ensuring exceptional service delivery, and identifying growth opportunities. The ideal candidate will have a strong background in Customer Success or Account Management, with proven skills in communication and data analysis. Join a dynamic team that values commitment and teamwork, and play a key role in enhancing customer experiences while enjoying the flexibility of remote work in the United States.

Qualifications

• 5+ years in Customer Success or Account Management, preferably in a BPO environment.
• Proven success in increasing customer satisfaction and revenue growth.

Responsibilities

• Oversee a portfolio of 5-10+ brand partners, serving as a trusted advisor.
• Engage proactively with partners, delivering value throughout the customer lifecycle.

Skills

Customer Success

Account Management

Data Analysis

Communication Skills

Relationship Management

Education

Bachelor's degree in Business

Bachelor's degree in Marketing

Tools

CRM tools

Customer Analytics

Job description

General Information

Location: Work at Home

Job ID: 5697

Job Category: Business Development

Language Requirement: English

Description & Requirements

Description

Are you passionate about building relationships with clients and being their trusted advisor? Do you have experience in Customer Success or Account Management? Join our Transcom family as a Senior Director of Customer Success! The Senior Director is responsible for managing all client relationships within their accounts.

Responsibilities

• Oversee a portfolio of 5-10+ brand partners, serving as a trusted advisor.
• Achieve a Net Promoter Score (NPS) of 75+ and customer satisfaction score of 90%+.
• Engage proactively with partners, delivering value throughout the customer lifecycle.
• Monitor customer health scores, address at-risk accounts, and maintain a churn rate under 5%.
• Identify growth opportunities and collaborate with sales, marketing, and other teams.
• Develop best practices and processes to ensure customer value.
• Drive engagement through playbooks, onboarding, and advocacy.
• Partner with teams for budgeting, strategic planning, and performance evaluation.
• Analyze data to identify trends and support retention and growth.
• Participate in revenue reviews and conduct meetings for business reviews and relationship building.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 5+ years in Customer Success or Account Management, preferably in a BPO environment.
• Proven success in increasing customer satisfaction and revenue growth.
• Strong communication and data-driven relationship management skills.
• Experience in e-commerce or startups is a plus.
• Experience with CRM tools and customer analytics.

Location Requirements

Must reside and work in the United States.

About Transcom

Transcom is a global customer experience company with over 30,000 specialists across 90+ contact centers in 28 countries, providing services in 33 languages. We are expanding our remote workforce in North America and are recognized as a top company for remote work. We value commitment, teamwork, and positive change, welcoming you to join us and grow your career.