Senior Director, Customer Success


Rome, IT
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/01/2021
  • Website:
  • Company Address: 11 E. 26th Street Fl 15, New York, NY, 10010

About Persado

Persado is reinventing digital marketing creative by applying mathematical certainty to the words we use in marketing communications. Words, after all, are the foundational DNA of marketing. By unlocking the power of words, companies win every digital marketing moment, experiencing dramatic new brand engagement and revenue performance across every channel.

Job Description

Who We Are:

Persado is a high-growth, category-leading AI platform that helps data-driven executives – including CMOs, CXOs, CDOs, CFOs, and P&L owners – unlock a new level of value creation by ensuring the right words are used at every customer interaction. Persado delivers hundreds of millions in incremental value to some of the biggest companies in banking, insurance, retail, telecom, healthcare and more. The Persado platform uses natural language generation, machine learning, and experimental design – powered by the world’s largest language knowledgebase of millions of tagged and scored words and phrases – to deliver a 41% average lift in conversion across customer engagement channels.

Words matter. As organizations become more obsessed with personalization, Persado has proven that being able to deliver the right message is a core functional need for every company in the world – making the choice of words a multibillion-dollar blind spot across the enterprise. Persado is the only company with the technology and expertise to illuminate that blind spot in the enterprise customer experience and personalization stack.

As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued and where people can do their best work. We understand that our team members and our inclusive culture are what make Persado special and are the key ingredients to our continued growth. We believe in and live by our company vision and values. We invest time and resources in people-centric programs. We work hard as a team to innovate, deliver great value to our customers and partners and create a positive, productive place to work every day. And the impact shows in our above-benchmark employee engagement. We’re also proud to be named to Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021.

What We Are Looking for:

As a Senior Director, Customer Success, you will be responsible for partnering with your customers in driving value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, drive utilization, provide awareness to all available Persado solutions, deliver operational excellence, and uncover growth opportunities.

What We Want You to Do:

  • Be a leading member of the Customer Success Team's Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business
  • Lead an organization of Customer Success Managers and Directors who are responsible for widespread adoption and consumption of Persado across the customer base, and ultimately for achieving or surpassing Persado’s net retention targets
  • Build and develop a cost efficient organization that maintains a high standard of excellence when providing service to customers
  • Attract and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, establishing rigorous interview standards, set expectations on performance and giving feedback, manage out underperformers, set up training and mentoring working with gtm enablement and cross-department collaboration,
  • Create a culture of massive customer delight, communicate and incentive to drive performance that is equipped to meet the demands of our rapidly evolving business to-scale by defining and segmenting the regional customer portfolio and being informed of skill levels and market compensation
  • Identify opportunities for continuous improvement including evolving process, reporting, and presentations to scale for lifecycle and industry playbook optimization & success plans

What We Want To See:

The ideal candidate will be bright, ambitious, self-driven, hard-working, team player and flexible.

  • 12+ years of relevant experience as a Customer Success Manager, Customer Program Manager, Account Manager, at a high growth Enterprise SaaS company, or equivalent experience in digital agencies or Consulting experience working with Enterprise customers
  • Tech-savvy and comfortable in a role that combines elements of multiple disciplines (customer success, technology, account management, project management, etc.)
  • Consultative mindset in assessing business and strategic customer priorities
  • Able to deliver results in a demanding and fast-paced environment that sometimes requires creative problem-solving skills
  • Results-oriented and methodical approach to planning, governing and executing customer scopes while instilling mutual accountability
  • Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
  • Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases
  • Experience in leading any number of customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups
  • Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
  • Native speaker/ fluent in Italian
  • Fluent in English
  • Fluent in German will be considered a strong plus

Who You Are:

  • Obsessed with customer outcomes
  • A fast learner, eager to learn about new solutions, technologies and processes
  • Solid analytical thinking and problem solving capability
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable, reliable with strong attention to detail
  • Self-driven, professional, and proactive to take ownership of projects
  • Strong communication skills, ability to own meetings and keep everyone on track

What We Offer:

Achieve your life goals and work goals at Persado.

  • Competitive salary and equitable compensation - We’re committed to equal pay with regular market rate salary adjustments
  • Generous Benefits Package globally
  • Company Equity
  • Persado Cares! 2 paid Volunteer days per year and charitable giving matching
  • Structured onboarding as well as an annual education fund for continuous Learning & Development tied to a personalized career path
  • Diversity and inclusion initiatives: Persado is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We continue to hire without regard to race, ancestry, place or origin, color, ethnic origin, citizenship, creed, religion, gender identity, sexual orientation, age, marital status, same-sex partnership status, family status, or disability.
  • All the gear you need to work smart

Valuing diversity at Persado means recognizing and respecting human differences and similarities. Persado is committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry or place of origin.Consulting experience

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.