Sr. Director Customer Success

Location: • Guadalajara, Mexico
• Medellin, Colombia
• Buenos Aires, Argentina
• San Jose, Costa Rica
• Costa Rica, Remote

Category: Management

What's the Project?

About NewfireGlobal Partners
Newfire Global Partners is a rapidly growing, privately held American company that provides
advisory and technology services to some of the world’s most innovative companies. In 2022,
Inc. Magazine recognized Newfire as one of the fastest-growing companies in America.
Headquartered in Boston with operations spanning four continents (including teams in
Argentina, Brazil, Canada, Costa Rica, Colombia, Croatia, Malaysia, Mexico, Ukraine, United
States, and others), our global staff of nearly 1,000 professionals represents top talent worldwide
in the areas of software development, product management, data science & data engineering,
and CEO & board advisory services.
Our core values are demonstrated by a commitment to continuous improvement, open
communication & trust, and respect for the individual.
About the Role
As a Senior Director of Customer Success, you will be a trusted advisor and advocate for our most strategic clients. You will cultivate executive relationships, drive adoption of Newfire’s technology solutions, and ensure clients realize maximum value from their investments. You will lead a team of customer success professionals and collaborate closely with sales and product teams to deliver exceptional client experiences.

Your day-to-day activities:

Client Relationship Management and Business Development
- Value realization: Develop a deep understanding of clients’ business goals, challenges, and technology landscape. Identify and address their needs and opportunities. Develop and execute value-generating client success plans and drive adoption of Newfire’s solutions.
- Build and maintain strong, trusted-advisor relationships with senior client stakeholders (C-suite, VP-level), and continuously improve client NPS.

Solutioning
- Expand existing client relationships by leveraging Newfire’s solutions and offering creative ideas to solve client needs. Manage business expansion opportunities end-to-end.
- Use your software engineering expertise and act as the pre-sales technical expert to craft sound delivery proposals and help Sales drive to closure.
- Help clients understand alternative, more effective paths to problem solving. Be an influencer who becomes a trusted advisor over time.

Leadership
- Formally and informally lead, mentor, and coach a team of customer success managers.

Foster a culture of collaboration, excellence, and client-centricity across the organization, and drive initiatives to continuously improve employee engagement.
Stay abreast of industry trends and best practices in client success.
Contribute to the development of Newfire’s client success methodologies and tools.

Delivery
- Track and measure key performance indicators (KPIs) to demonstrate the value delivered to clients.
- Make decisions conducive to improved account profitability.
- Proactively identify and mitigate risks.

Qualifications:

Education: Bachelor’s degree in software development or a related field. MBA or Master’s degree preferred.
Experience: 10+ years of experience in client-facing roles within a technology consulting or professional services firm.
Proven track record of successfully managing and growing client relationships at the executive level.
Experience leading and developing high-performing teams.
Deep understanding of technology trends and their impact on businesses.
Excellent communication, interpersonal, and presentation skills.
Strong analytical and problem-solving abilities.
Ability to navigate complex organizational structures and build consensus.
Proven ability to influence and negotiate with stakeholders at all levels.
Passion for client success and a commitment to delivering exceptional results.

Bonus Points: