Director, Customer Success Interlock Lead

Location: California

** Job

Requisition  #
** 26WD95046
* * Position Overview
** Align Customer Success (CS) to sales priorities, convert insights from both organizations into guidance, and ensure smooth customer handoffs. Run a weekly interlock that improves retention via clear feedback loops and hands-on program management for high-complexity, strategically important deals.
** Team & Structure**:
Within Sales Strategy & Excellence (executes on sales strategic initiatives & coordinates cross-functional efforts).
** Responsibilities
* ** Serve as the primary liaison between Sales and Customer Success; run a recurring interlock with clear agendas, decisions, owners, and follow-through
* Align resources to mutual priorities of Sales and Customer Success
* Establish standardized sales to customer success handoff
* Stand up a feedback loop that turns insights from Customer Success (e.g. adoption/usage, health scores, renewal risk/opportunity) and Sales teams into actionable guidance for both teams
* Project-manage customer success work for high-complexity, strategic accounts (e.g. coordinate resources across team, mitigate risks); remove blockers
* Measure outcomes and publish Chief Revenue Officer/sales leadership team ready materials
** Minimum Qualifications
*** Bachelor’s degree in Business Administration, Marketing, Customer Success, or related field. An advanced degree (MBA) is preferred
* A minimum of 7-10 years of experience in customer success, sales operations, or account management, with at least 3-5 years in a leadership role
* Proven experience in aligning customer success strategies with sales priorities and managing the customer success function for high-complexity, strategic deals
* Strong understanding of customer success processes, including customer adoption, renewal, and retention strategies
* Demonstrated ability to serve as a liaison between Sales and Customer Success, facilitating effective communication and coordination
* Excellent project management skills with experience managing complex, high-stakes customer deals and ensuring smooth handoffs between Sales and Customer Success
* Analytical skills with the ability to gather, interpret, and channel feedback and insights from customer success teams to inform sales strategies and priorities
* Strong business acumen and strategic thinking skills with the ability to align customer success initiatives with overarching business goals
* Proven leadership experience with the ability to manage, mentor, and develop a high-performing customer success team
* Strong decision-making skills with experience in resource allocation and project prioritization to maximize strategic outcomes
* Ability to manage cross-functional teams and collaborate effectively with other departments, including Sales, Marketing, and Product Management
* Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively
* Strong interpersonal skills with the ability to build and maintain relationships across various functions and levels within the organization
* Effective collaboration skills with experience coordinating weekly interlocks and ensuring alignment between Sales and Customer Success teams
* Proficiency in customer relationship management (CRM) systems, customer success platforms, and project management tools
* Familiarity with analytics and data visualization tools to track and report on customer success metrics and KPIs
* Strong analytical skills with the ability to identify churn risks, gather customer feedback, and develop effective retention strategies
* Proven track record in channeling customer success insights into actionable plans that inform and enhance sales priorities
** Preferred Qualifications
*** High level of integrity, professionalism, and commitment to customer success and business excellence
* Strong focus on customer satisfaction and ability to understand and address customer needs and challenges
* Flexibility and adaptability to respond to changing business needs and priorities in a dynamic environment#LI-SV1
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