Customer Success Director

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 represent 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:

1. 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.
2. 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 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.
3. 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.
4. 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:
● Experience in a specific industry vertical – US Healthcare
● Certifications in client success or related disciplines.