Customer Success Sr. Director (#P1-6164720-1)

Customer Success Sr. Director

Full Location: Pasig - PH

The Customer Success Sr. Director has ownership of the customer success initiatives and be the advocate for a customer-first approach to business. The Sr. Director of Customer Success will ensure the long-term sustainability and profitability of the CS initiative, carefully watching each step of the customer journey to enable customer value-addition in any way they can and deliver the customers’ desired outcomes to the best of their ability.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In this role you will:

• Lead efforts to retain and grow revenue within existing LOB’s, collaborating with the account Client Executive on identifying upsell and cross-sell opportunities.
• Create value and relationships that not only ensure renewal, retention, and growth, but also create true customer ambassadors for our brand across the customer base.
• Drive high client satisfaction and improve NPS by proactively managing relationships and addressing customer needs.
• Develop and execute programs to foster client loyalty, reduce churn (resource availability, ramp down from other programs, kicker for redeployment), and generate referrals and case studies while maintaining their regular cadence with key client operational contacts.
• Serve as lead customer advocate inside the organization, reporting regularly to the Client Executive on account status, opportunities for deeper engagement, risk, and levers for success.
• Work cross-functionally across the organization to capture the right resources, knowledge and expertise to deliver the optimal customer experience to each account.
• Use data to monitor key performance indicators (KPIs) and provide actionable insights for customer and business success.
• Use data to drive strategies that help customers achieve their desired outcomes and, ultimately, renew or expand their services.
• Ensure healthy profit margins by optimizing value and managing costs while maintaining client satisfaction.

We are looking for someone who has:

• Bachelor’s degree in Business, or closely related field. Equivalent experience may be substituted.
• Minimum of 10 years of experience in Client Solutions, Account Operations, Customer Success, or other closely related area.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

Preferred Education and Experience

• Experience at ResultsCX or BPO industry.
• An MBA or related graduate or post-graduate degree is often required, with a technical undergrad degree being an added advantage.
• Customer success courses and certifications are nice-to-have

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.