客户成功主管 - 美洲地区
Director of Customer Success - Americas
Description
G2 Risk Solutions 通过风险、合规和商户监控解决方案，帮助组织做出更安全、更明智的商业决策。我们为全球多个行业和地区的客户提供服务，与客户合作解决复杂的商业挑战，同时实现可衡量的业务成果。
G2 Risk Solutions 正在寻找一位美洲客户成功总监，领导我们在北美和拉丁美洲的客户成功团队。
该职位负责美洲客户组合的留存、增长和整体健康状况，作为该地区的高级客户成功负责人，并作为区域销售领导的主要对接人。
该总监将领导一个由约七名客户成功经理组成的团队，负责管理 G2RS 在北美和拉丁美洲的战略和企业客户组合。该团队作为客户的可信顾问，确保价值实现、留存、增长和长期合作关系的成功。
此职位需要具备强大的商业敏锐度、客户领导力、运营卓越性和跨职能影响力。该总监将与销售、合规运营、产品、支持、市场和营收运营紧密合作，确保客户从 G2RS 解决方案中获得可衡量的价值，同时直接为公司增长目标做出贡献。
该职位负责美洲客户组合的成功，并对净收入留存（NRR）、客户留存、客户成果以及该地区客户成功合格线索（CSQL）的生成负有责任。
优先考虑候选人在美国东海岸工作。
要求
- 8 年以上客户成功、战略客户管理、企业客户管理、咨询或相关客户面向的领导岗位经验。
- 3 年以上领导客户成功、客户管理或售后团队的经验。
- 有管理战略或企业客户组合的经验，对留存、续约和增长负责。
- 有领导高管级客户互动和处理复杂利益相关者环境的经验。
- 有建立和扩展客户成功、客户管理或客户留存项目的经验。
- 在 B2B SaaS、技术、数据或信息服务组织中有经验者优先。
- 有风险管理、合规、支付或欺诈相关经验。
查看英文原文
Description
G2 Risk Solutions helps organizations make safer, smarter business decisions through risk, compliance, and merchant monitoring solutions. We serve a global customer base across multiple industries and geographies, partnering with customers to solve complex business challenges while delivering measurable business outcomes.
G2 Risk Solutions is seeking a Director, Customer Success - Americas to lead our Customer Success organization across North America and Latin America.
This leader is accountable for the retention, growth, and overall health of the Americas customer portfolio, serving as the senior Customer Success leader for the region and primary counterpart to regional Sales leadership.
The Director will lead a team of approximately seven Customer Success Managers responsible for managing G2RS's strategic and enterprise customer portfolio across North America and Latin America. The team serves as trusted advisors to customers, ensuring value realization, retention, growth, and long-term partnership success.
Success in this role requires a strong blend of commercial acumen, customer leadership, operational excellence, and cross-functional influence. The Director will partner closely with Sales, Compliance Operations, Product, Support, Marketing, and Revenue Operations to ensure customers realize measurable value from G2RS solutions while contributing directly to company growth objectives.
This role owns the success of the Americas customer portfolio and is accountable for Net Revenue Retention (NRR), customer retention, customer outcomes, and Customer Success Qualified Lead (CSQL) generation across the region.
Strong preference for the candidate to be located on the US East Coast.
Requirements
- 8+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Consulting, or related customer-facing leadership roles.
- 3+ years of experience leading Customer Success, Account Management, or post-sales teams.
- Demonstrated success managing strategic or enterprise customer portfolios with accountability for retention, renewals, and growth.
- Experience leading executive-level customer engagements and navigating complex stakeholder environments.
- Experience building and scaling customer success, account management, or customer retention programs.
- Experience in B2B SaaS, technology, data, or information services organizations preferred.
- Experience in risk management, compliance, payments, fraud prevention, fintech, or related industries preferred.
- Experience using Salesforce, HubSpot, and customer success technologies to manage customer lifecycles and portfolio performance preferred.
- Strong commercial acumen and experience identifying and influencing growth opportunities within existing customer relationships.
- Strong analytical, forecasting, and business planning capabilities.
- Exceptional communication, presentation, negotiation, and relationship management skills.
- Experience leading geographically distributed teams across multiple regions and time zones preferred.
- Ability and willingness to travel periodically to support customer engagement, executive business reviews, industry events, and internal meetings.
- Bachelor's degree preferred.
- This range represents the low and high end of the anticipated base salary range. The actual base salary will depend on several factors such as experience, knowledge, skills, and location of the job.
- Remote, US Base Salary Range: $170,000 - $190,000
- Originally posted on Himalayas