Director, Customer Success, East - Attentive

Job Title: Director, Customer Success, East
Job Location: United States
Job Listing URL: https://jobs.lever.co/attentive/81a4cb0d-af43-448e-98d0-c9cbaf8da504
Job Description: Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.

About the Role
We are looking for a highly motivated Customer Success leader with a growth mindset to help lead and coach a new generation of managers and CSMs supporting our Strategic segment with our highest value customers.

You will help improve every facet of the team: coaching to up-level customer engagements, create and refine team- and company-wide processes, spearheading growth initiatives, and driving retention and account health. You will work cross-functionally with Sales, Product, Design, Engineering, and Marketing to make sure we are doing everything possible to retain and grow some of our largest customer relationships as we're transforming into a multi-product company.

Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for Attentive’s top Strategic customers in order to reduce churn and contribute to expansion growth. It is a unique opportunity to get a seat at the leadership table and owning the east coast book of business for our Strategic segment.
What You’ll Accomplish
Lead and scale a team of 25 CSMs and managers who support our Strategic customer segment, managing $180M ARR.
Manage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in our Strategic segment
Partner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customers
Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
Implement new processes and operations vital to scaling the team and executing on results
Be a thought leader and establish executive relationships with key customers to ensure we are multi-threaded
Create a culture of accountability and execution through data driven strategies
Work with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirements

Your Expertise
Excelled in a CS/AM role (preferably at a marketing/software company or startup)
5-7+ years prior leadership experience
A natural leader and passionate coach who inspires his/her team to elevate performance
Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
A growth mindset with a bias for action and openness to challenge the status quo
People-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business objectives
Team player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results
Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands.
Experience scaling teams and processes
Extremely personable: excited to coach and develop employees internally and work closely with customers externally
Data driven decision maker with a strong focus on execution
Extremely detail oriented and organized
Located in CST or EST