AlphaSense - Senior Director, Customer Success
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Requirements
• A seasoned customer success leader with 10+ years in client-facing SaaS roles and 4+ years leading managers or multi-tiered teams. • A proven track record of owning adoption outcomes at scale while connecting team actions back to those outcomes • An experienced leader who has owned and delivered against renewal/retention targets • A strategic thinker who translates high-level business goals into executable team programs and measurable results. • An exceptional executive communicator who can influence C-suite stakeholders internally and externally with clarity and credibility. • A data-driven operator who builds systems and uses insights to continuously improve team performance and customer outcomes. • Someone who thrives in fast-paced, high-growth environments and has a track record of building for scale. • Preferably located in the ET or GMT timezones. • AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. • In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. • Recruiting Scams and Fraud • We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: • AlphaSense never asks candidates to pay for job applications, equipment, or training. • All official communications will come from an @alpha-sense.com email address. • If you’re unsure about a job posting or recruiter, verify it on our Careers page. • If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
Responsibilities
• Own Global CS Strategy & Execution: Define and drive the overarching strategy for the global customer success organization for the Corporates and Consulting business, translating business objectives into team priorities, coverage models, and scalable programs. • Own Global CS Strategy & Execution: • Lead High-Performing Managers: Build, develop, and inspire a team of high performing reps and CS managers, creating a culture of accountability, coaching, and continuous improvement across the organization. • Lead High-Performing Managers: • Drive Adoption & Advocacy at Scale: Develop and execute strategies that deepen product adoption, accelerate time-to-value, and turn customers into long-term advocates with particular emphasis on our GenAI capabilities. • Drive Adoption & Advocacy at Scale: • Build + Scale Digital Success: Take full ownership of the digital success program, including managing day-to-day operations and holding accountability for renewal and retention outcomes across the customer base. • Build + Scale Digital Success: • Strategic Account Oversight: Partner with Sales and Account Management leadership to ensure the right coverage and resource allocation across our highest-value accounts. • Strategic Account Oversight: • Operational Excellence: Build and institutionalize scalable playbooks, frameworks, and data-driven practices that elevate the performance of the entire CS function. • Operational Excellence: • Cross-Functional Leadership: Act as a senior voice for the customer across the organization aligning with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives. • Cross-Functional Leadership:
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