Senior Director Customer Success

Transcom; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player seeks a Senior Director of Customer Success to manage key client relationships and drive satisfaction. This role involves overseeing a diverse portfolio of brand partners, ensuring high Net Promoter Scores and customer satisfaction. You'll engage proactively with clients, identify growth opportunities, and collaborate with various teams to implement best practices. Join a dynamic and supportive work environment that values personal growth and teamwork. If you're passionate about fostering client relationships and driving results, this position offers a fantastic opportunity to make a significant impact.

Benefits

Health benefits

401(k) investment options

Paid Vacation Time

Remote work flexibility

Qualifications

• 5+ years in Customer Success or Account Management roles.
• Proven success in driving customer satisfaction and revenue growth.
• Strong communication and consultative skills.

Responsibilities

• Oversee 5-10+ brand partners to drive high-value relationships.
• Monitor customer satisfaction and address at-risk accounts.
• Collaborate with cross-functional teams to drive growth.

Skills

Customer Success Management

Account Management

Communication Skills

Data Analysis

Consultative Selling

Education

Bachelor’s degree in Business

Bachelor’s degree in Marketing

Tools

CRM tools

Customer health score analytics

Job description

Are you passionate about building relationships with clients and being their trusted advisor?

Do you have experience in the Customer Success or Account Management fields?

What's in it for you?

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Remote, work-from-home

Join our Transcom family as a Senior Director of Customer Success!

The Senior Director of Customer Success is responsible for the general management of all Transcom Worldwide and Awesome CX client relationships operating in their assigned accounts.

What we are looking for:

Responsibilities

• Oversee a portfolio of 5-10+ brand partners, serving as a trusted advisor to drive high-value relationships and results.
• Attain a Net Promoter Score (NPS) of 75+ and a Customer Satisfaction score of 90%+ by fostering strong partnerships.
• Engage proactively with partners through consultative communication, delivering consistent value throughout the customer lifecycle.
• Monitor customer health score models to track satisfaction and engagement, swiftly addressing at-risk accounts to maintain a voluntary churn rate under 5%.
• Identify and pursue growth opportunities within accounts to support portfolio expansion through strategic account management.
• Collaborate cross-functionally with sales, marketing, consultative services, operations, and digital teams to drive growth initiatives.
• Develop and implement scalable best practices and processes to ensure consistent, measurable customer value.
• Drive engagement and service quality through playbooks, onboarding programs, and customer advocacy efforts.
• Partner with customer success and operations teams for budget forecasting, strategic planning, and performance evaluation.
• Analyze partner data to proactively identify trends, address challenges, and support customer retention and growth.
• Participate in revenue reviews to maintain alignment with financial goals and strategic priorities.
• Lead in-person and virtual meetings for business reviews, upsell presentations, and relationship building.

Professional Qualifications/Specific Knowledge:

• Bachelor’s degree in Business, Marketing, or related field.
• 5+ years in Customer Success, Account Management, or related roles, ideally in a BPO environment.
• Proven success in driving customer satisfaction, growing revenue, and reducing churn.
• Strong communication, interpersonal, and consultative skills, with a data-driven approach.
• Experience in e-commerce or startups, with understanding of sector dynamics.
• Experience developing and implementing customer success strategies and processes.
• Proficient in CRM tools and customer health score analytics.

Languages:

• English: C1 – Effective Operational Proficiency or Advanced.

Location Requirements

Must live and work in the United States.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support, and credit management services through our extensive network of contact centers and work-at-home agents. We have over 30,000 customer experience specialists across more than 90 contact centers in 28 countries, delivering services in 33 languages to international brands.

We are expanding our virtual footprint in North America, hiring remote employees in 26 states and 3 Canadian provinces. Recognized by FlexJobs as #8 on their Top 100 companies to watch for remote work in 2025.

At Transcom, we’re committed to our clients and each other. We support personal growth, teamwork, and community involvement. We care, support, and include everyone from day one. With the right mindset, we can achieve great things together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!