Customer Success Leader

at  Nasdaq

The Nasdaq IR Insight Customer Success Leader is responsible for customer retention, adoption, and satisfaction across the Americas region. This role requires exceptional leadership, communication, and problem-solving skills to motivate, develop, and recruit and retain employees while rewarding and cultivating a culture of high performance. Through the day-to-day leadership and development of the CSM team, the Director will implement organization strategies, effectively direct and manage resources, and partner across the organization to achieve success.

Responsibilities:

• Build, manage, coach and mentor a team of Customer Success Managers
• Develop and implement customer success strategies, processes, and best practices to enhance customer experience and drive retention
• Manages resources and takes accountability for the performance and results
• Develops departmental/functional plans, including priorities, to address resource and operational needs and challenges
• Collaborate with cross-functional teams, including Sales, Product, and Engineering, to ensure seamless customer onboarding and ongoing support
• Monitor and analyze customer health metrics, churn rates, and adoption trends to identify areas for improvement and proactively address potential issues
• Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
• Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements

Skills and Experience:

• Proven experience in a customer success or account management leadership role, preferably in a SaaS or technology environment
• Demonstrated ability to lead and motivate teams, fostering a collaborative and customer-centric culture
• Strong problem-solving, analytical, and decision-making skills
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels
• Knowledge of and experience deploying customer success best practices, methodologies, and tools
• Proficiency in data analysis and reporting, with the ability to derive insights from customer data
• Experience Required: 8-10 years
• Bachelor’s degree in Business, Marketing, or a related field (preferred)
• Experience with SaaS such as Salesforce is preferred

Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

• Build, manage, coach and mentor a team of Customer Success Managers
• Develop and implement customer success strategies, processes, and best practices to enhance customer experience and drive retention
• Manages resources and takes accountability for the performance and results
• Develops departmental/functional plans, including priorities, to address resource and operational needs and challenges
• Collaborate with cross-functional teams, including Sales, Product, and Engineering, to ensure seamless customer onboarding and ongoing support
• Monitor and analyze customer health metrics, churn rates, and adoption trends to identify areas for improvement and proactively address potential issues
• Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
• Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancement