Foundry is a global digital media company specializing in technology marketing solutions. Formerly IDG Communications, Foundry leverages proprietary data, premium content, and martech solutions to connect technology buyers with leading brands. With a portfolio of trusted IT publications and demand-generation tools, Foundry drives informed purchasing decisions for businesses worldwide. Backed by Regent, Foundry is rapidly expanding its global reach through innovation and strategic growth.
Position Summary
The Director of Customer Success manages a regional CS team, ensuring effective execution of customer success strategies that maximize retention, reduce churn, and drive product adoption. They translate global CS direction into regional action, using customer data and insights to improve processes, strengthen engagement, and deliver measurable business outcomes. By fostering collaboration with Sales, Product, and Operations, the Director ensures their team drives customer satisfaction, loyalty, and growth while building long-term partnerships that benefit both customers and Foundry.
Responsibilities
The successful candidate will be expected to:
- Execute customer success strategy: Translate global CS vision into regional execution plans that drive retention, adoption, and customer growth.
- Lead and develop the team: Manage, mentor, and coach CSMs, ensuring high performance, professional growth, and alignment with business goals.
- Strengthen customer partnerships: Maintain executive relationships with key accounts, driving renewals, upsell, and long-term value.
- Integrate customer insights: Partner with Product, Sales, and Operations to ensure customer feedback influences roadmap, services, and delivery improvements.
- Monitor customer health: Use data and analytics to track customer engagement, predict risk, and identify opportunities for proactive support.
- Optimize the journey: Refine onboarding, adoption, and lifecycle processes to accelerate time to value (TTV) and deliver consistent, high-quality experiences.
- Advocate for customers internally: Serve as the regional voice of the customer in leadership forums, ensuring customer outcomes shape strategy and execution.
- Drive measurable results: Own and report on customer success metrics (GRR, NRR, health scores, CSAT/NPS), linking CS impact directly to business performance.
Qualifications
- Experience & Leadership: 8–10+ years in Customer Success, Account Management, or related fields, including 3+ years leading CS teams with measurable revenue retention and growth targets. Proven ability to build and scale teams, processes, and playbooks.
- Industry Knowledge: Deep understanding of B2B marketing, media, and data-driven campaign delivery. Familiarity with subscription, renewal, and advertising/marketing services models, with demonstrated success in driving adoption and renewals.
- Customer Engagement: Expert relationship-builder with the ability to lead exec conversations that link Foundry’s media, data, events, and services solutions to measurable business outcomes. Track record of turning customer engagements into long-term partnerships.
- Commercial Acumen: Strong business development instincts with experience driving upsell, cross-sell, and expansion within existing customer accounts.
- Analytical Mindset: Skilled in using customer data, campaign performance metrics, and financial KPIs to identify risks, opportunities, and growth levers.
- Strategic Execution: Ability to translate global CS vision into regional action plans, create scalable processes, and align customer outcomes with company revenue goals.
- Project & Process Management: Advanced organizational skills with expertise in leading cross-functional initiatives, optimizing customer journeys, and managing client portfolios.
- Technical & Tools Proficiency: Comfortable with CRM and marketing platforms (HubSpot, Boostr, D365, Monday) and able to adopt new technologies quickly. Microsoft Suite skills required.
- Education: Bachelor’s degree required; MBA or advanced degree in business, marketing, or related field preferred. Customer Success certifications are a plus.
.png)
