Director of Customer Success

Job Title: Director of Customer SuccessLocation: [France, Remote]

Department: Customer Success

Reports To: [Senior VP of Customer Experience]

Job Summary:

As the Director of Customer Success at HCLSoftware, you will lead the strategy, development, and execution of our customer success initiatives, ensuring that customers derive maximum value from our products and services. You will be responsible for managing a high-performing team, driving customer satisfaction, retention, and revenue growth, while establishing strong relationships with executive stakeholders. Your strategic vision will focus on optimizing product adoption, minimizing churn, and identifying new business opportunities, all while enhancing the overall customer experience.

Responsibilities:

As the Director of Customer Success, you will:

• Lead Customer Success Strategy: Develop and implement strategic initiatives to drive customer success, product adoption, retention, and revenue growth. Create long-term customer success roadmaps that align with business goals and ensure the overall health of customer relationships.
• Manage Customer Relationships: Build and foster relationships with key customer stakeholders serving as a trusted advisor and advocate for their needs across the organization.
• Minimize Attrition and Maximize Renewals: Set and track KPIs related to customer retention and renewal rates. Identify early signs of attrition risk and collaborate with various internal teams to implement proactive measures.
• Customer Feedback & Advocacy: Act as the voice of the customer internally, working closely with product, marketing, and sales teams to ensure customer feedback drives product development and service improvements.
• Strategic Business Reviews: Lead high-level business reviews with strategic customers, demonstrating the value of our software products, discussing performance, and identifying upselling or cross-selling opportunities.
• Collaboration with Cross-Functional Teams: Work closely with Sales, Marketing, Product Management, and Support teams to ensure alignment and deliver a seamless customer experience, focusing on product adoption, training, and continuous support.
• Industry Insight & Innovation: Stay informed about industry trends, competitor offerings, and emerging technologies to ensure HCLSoftware’s offerings remain competitive and relevant to customers’ evolving needs.
• Leadership & Team Development: Lead and mentor a team of Customer Success Executives, fostering a culture of collaboration, growth, and customer-centric thinking. Ensure the team meets its goals and delivers a high standard of customer service.
• Fluent French speaking is required for this role.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, Information Technology, or a related field. An advanced degree or relevant certifications is a plus.
• Experience: Proven experience in senior customer success leadership, technical advisory, account management, or related roles, with a strong track record of driving strategic outcomes and customer retention in complex environment.
• Product Expertise: Required knowledge of HCLSoftware products, services, and industry applications, and able to guide future roadmap for the customers.
• Leadership Skills: Exceptional leadership abilities with experience managing and scaling teams, developing talent, and creating a culture of success and collaboration.
• Strategic Thinking: Strong strategic mindset, with the ability to identify long-term opportunities, align resources, and execute initiatives that drive measurable customer success.
• Communication & Influence: Excellent communication, presentation, and interpersonal skills, with the ability to influence decision-makers and build strong relationships at all levels of the organization.
• Analytical & Data-Driven: Strong analytical skills with the ability to use data to drive insights, decisions, and continuous improvement in customer success programs.
• Customer-Centric: Passion for delivering exceptional customer experiences and a deep commitment to understanding and addressing customer needs at both the business and technical levels.
• Proactive & Results-Oriented: Highly self-motivated with the ability to prioritize effectively, execute initiatives, and achieve business outcomes.

What We Offer

• A leadership opportunity to shape and scale customer success at a global software company.
• A collaborative and diverse culture that values innovation, learning, and impact.
• Competitive compensation, performance-based bonuses, and comprehensive benefits.