Director, Customer Success, East

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:
• MarTech background with hands-on experience in Email and SMS highly preferred
• 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

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:
- The standard base salary range for this position is $165,000 - $200,000 annually + commission + equity + benefits
- Our salary ranges are determined by role, level and location

#LI-AL1

Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.