Director, Customer Success (West)

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

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 transform into a multi-product company in 2025. 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 of one of NY’s fastest-growing companies.

What You'll Accomplish

• Lead and scale a team of 15 CSMs and managers who support our Strategic customer segment
• 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

• Excelled in a CS/AM role (preferably at a marketing/software company or startup)
• 5+ years prior managerial 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

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 $170,000 - 220,000 + variable pay + equity + benefits

- Equity is a substantial part of the total compensation package

- Our salary ranges are determined by role, level and location

#LI-AL1 #DNI

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.