Customer Success Leader - Americas

Job Description Summary• Reporting directly to the Chief Customer Officer, the Americas Customer Success Leader will play a pivotal role in driving the Customer Experience and Customer Outcomes across the region. This leadership position is responsible for overseeing the financial metrics and managing both the regional Professional Services team and the Customer Success Management team.• The Americas Customer Success Leader will be instrumental in elevating the customer experience, achieving business objectives, and fostering a culture of excellence and innovation within the region.Job DescriptionEssential Responsibilities:Customer Relationship Management:Ensure high customer satisfaction through quality services and act as the primary contact for regional customers.Manage regional customer relationships and escalations.Strategic Alignment:Collaborate with Global Customer Success leaders to deliver customer outcomes.Partner with sales, customer success, and marketing teams for cohesive strategy execution.Business Objectives:Own customer retention and ARR for the region.Identify upsell opportunities and drive continuous improvement.Leadership and Execution:Provide strategic leadership for high-quality customer outcomes.Scale execution within the region for speed and market competitiveness.Cross-Functional Collaboration:Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy.Leverage internal relationships to enhance business performance.Team Culture and Compliance:Inspire a 'one team' culture and ensure compliance with EHS policies.Drive customer satisfaction, manage escalations, and promote a safe working environment.Organizational Evolution:Lead the evolution of the Regional Customer Success organization and team capabilities.Strengthen the partnership between Sales and Customer Success.Operational Metrics:Own metrics like billable utilization and cost to serve.Required Characteristics:A minimum 15 years of professional experien