Director, Customer Success - Attentive

Job Title: Director, Customer Success
Job Location: United States
Job Listing URL: https://jobs.lever.co/attentive/40a97a4c-47bb-4c07-9746-74dd94d229c5
Job Description: Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are
Have you ever received text message marketing from your favorite brand with an incredible offer? Did you know that effective text message marketing is by far the highest ROI marketing channel? And did you know that customers are increasingly preferring to interact with brands through text? That is what we do at Attentive. We help the world’s largest brands interact with their clients at the right time and with the right message. Our platform powers more than 400 million messages per day, approaching 100 billion per year.

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 uplevel 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 transform into a multi-product company in 2025. 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 of one of NY’s fastest-growing companies.
What you'll accomplish
Lead and scale a team of 15 CSMs and managers who support our Strategic customer segment
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
About you
Excelled in a CS/AM role (preferably at a marketing/software company or startup)
5+ years prior managerial 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