Strategic Customer Success Director

Alvaria; Northern (KY); Hybrid; USD 106,000 - 132,000; Full time

Job summary

Alvaria is seeking an Account Director to lead customer success for our SaaS-based offerings. You will guide customers from onboarding through adoption, designing touchpoints and coordinating with internal teams to monitor health metrics and drive value.

You will advocate for client needs, support escalations, and help expand relationships through renewals, references, and strategic upsells. The role requires strong communication and presentation skills in a fast-paced environment.

Qualifications

• 3+ years of experience in Customer Experience or Customer Success, preferably in SaaS, CCaaS or UCaaS.

Responsibilities

• Guide customers through their journey, ensuring product adoption.
• Design and implement a cadence of touchpoints for customers.
• Utilize data to monitor customer health and to internal teams.
• Support customer escalations as needed.
• Contribute to a culture focused on customer success.
• Help customers find and increase value from our product offerings.
• Ensure customer awareness of new solutions promptly following launch.
• Understand and translate customer use cases and needs into actionable plans.
• Serve as the voice of the customer and advocate for client needs across services, support, product management, and executive alignment.
• Achieve renewal and revenue retention targets and manage renewals.
• Facilitate customer references and case studies for new client acquisition.
• Track and manage milestones through Salesforce and related tools.

Skills

Customer Experience

SaaS

CCaaS

UCaaS

Communication skills

Presentation skills

Fast-paced environment

Job description

Alvaria is seeking an Account Director to lead customer success for our SaaS-based offerings. You will guide customers from onboarding through adoption, designing touchpoints and coordinating with internal teams to monitor health metrics and drive value.

You will advocate for client needs, support escalations, and help expand relationships through renewals, references, and strategic upsells. The role requires strong communication and presentation skills in a fast-paced environment.