Director of Customer Success - Americas

Description

helps organizations make safer, smarter business decisions through risk, compliance, and merchant monitoring solutions. We serve a global customer base across multiple industries and geographies, partnering with customers to solve complex business challenges while delivering measurable business outcomes.

is seeking a Director, Customer Success - Americas to lead our Customer Success organization across North America and Latin America.

This leader is accountable for the retention, growth, and overall health of the Americas customer portfolio, serving as the senior Customer Success leader for the region and primary counterpart to regional Sales leadership.

The Director will lead a team of approximately seven Customer Success Managers responsible for managing G2RS's strategic and enterprise customer portfolio across North America and Latin America. The team serves as trusted advisors to customers, ensuring value realization, retention, growth, and long-term partnership success.

Success in this role requires a strong blend of commercial acumen, customer leadership, operational excellence, and cross-functional influence. The Director will partner closely with Sales, Compliance Operations, Product, Support, Marketing, and Revenue Operations to ensure customers realize measurable value from G2RS solutions while contributing directly to company growth objectives.

This role owns the success of the Americas customer portfolio and is accountable for Net Revenue Retention (NRR), customer retention, customer outcomes, and Customer Success Qualified Lead (CSQL) generation across the region.

Strong preference for the candidate to be located on the US East Coast.

Requirements

• 8+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Consulting, or related customer-facing leadership roles.
• 3+ years of experience leading Customer Success, Account Management, or post-sales teams.
• Demonstrated success managing strategic or enterprise customer portfolios with accountability for retention, renewals, and growth.
• Experience leading executive-level customer engagements and navigating complex stakeholder environments.
• Experience building and scaling customer success, account management, or customer retention programs.
• Experience in B2B SaaS, technology, data, or information services organizations preferred.
• Experience in risk management, compliance, payments, fraud prevention, fintech, or related industries preferred.
• Experience using Salesforce, HubSpot, and customer success technologies to manage customer lifecycles and portfolio performance preferred.
• Strong commercial acumen and experience identifying and influencing growth opportunities within existing customer relationships.
• Strong analytical, forecasting, and business planning capabilities.
• Exceptional communication, presentation, negotiation, and relationship management skills.
• Experience leading geographically distributed teams across multiple regions and time zones preferred.
• Ability and willingness to travel periodically to support customer engagement, executive business reviews, industry events, and internal meetings.

· Bachelor's degree preferred.

This range represents the low and high end of the anticipated base salary range. The actual base salary will depend on several factors such as experience, knowledge, skills, and location of the job.

Remote, US Base Salary Range: $170,000 - $190,000