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Company DescriptionCint 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 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.Job DescriptionThe Director of Customer Success, Americas manages and mentors a team of 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, leverages data to improve processes and fosters strong advisor relationships for renewals and upsells in a tech-focused, consultative environment.Key Responsibilities:Team Leadership: Lead, coach, and develop Customer Success Managers (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.
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