Director, Customer Success

Are you an entertainment news junkie? Do you thrill your friends with tales torn from famous and obscure sources about artists and performers of every ilk? Are you a bit of a data-head who’s a little obsessed with entertainment charts, ranks, lists and stats? Do you knowingly smile to yourself as you watch a story’s blow-up path, from the feeds to the web to TV, all fueled by the public’s fascination with all things entertainment? And do you have an eye for fact-based stories and an understanding of the role data plays in their telling? If so, we'd like to talk!

Luminate is the preeminent entertainment data and insights company, unlocking access to the most essential, objective, and trustworthy data compiled from thousands of verified data sources. The beneficiary of industry consolidation, Luminate now houses what was once Nielsen Music, BDS Radio, SoundScan, Music Connect, Alpha Data and Variety Business Intelligence.

Luminate is rooted at the intersection of tech and media, in today’s challenges and tomorrow’s plans. Never losing sight of our clients’ needs, we deliver them essential guidance with the highest levels of quality and accuracy. We pair exceptional technology with the most expansive and trusted database of its kind, consistently evolving, enabling our clients to make their most informed and impactful decisions. The result is a best-in-class level of predictive analytics, accompanied by expert, unbiased insight.

We are seeking an experienced and visionary Director of Customer Success to lead our Customer Success account management team. In this pivotal role, you will be responsible for defining and executing our account management strategy, ensuring our music, media and entertainment, technology, valuation and Brands customers achieve their desired outcomes and maximize the value they derive from our products/services. You will build, mentor, and inspire a high-performing metric oriented team in our West LA headquarters, drive customer retention, and act as a key advocate for the customer voice within our organization.

Responsibilities

• Strategic Leadership:
• Develop and implement a comprehensive customer success strategy that aligns with overall company goals and objectives.
• Define key success metrics (e.g., retention, churn, Health Score) and establish processes to track, analyze, and report on performance.
• Identify opportunities for process improvements and innovative solutions to enhance the customer experience.
• Team Leadership & Development:
• Recruit, onboard, and develop a team of highly skilled and customer-centric Customer Success Managers.
• Provide ongoing coaching, mentorship, and performance management to foster a culture of continuous learning and excellence.
• Foster a collaborative and supportive team environment.
• Customer Engagement & Advocacy:
• Design and oversee the entire customer journey, from onboarding to renewal and expansion.
• Establish and maintain strong relationships with key customers, acting as an executive sponsor for strategic accounts.
• Gather customer feedback and insights, translating them into actionable recommendations for product development, sales, and marketing teams.
• Proactively identify and mitigate churn risks, developing strategies to re-engage at-risk customers.
• Cross-Functional Collaboration:
• Partner closely with Sales, Product, Marketing, and Support teams to ensure a seamless and unified customer experience.
• Collaborate with product development to advocate for customer needs and influence product roadmap decisions.
• Work with sales to identify upsell and cross-sell opportunities.
• Operational Excellence:
• Optimize customer success tools and technologies to streamline workflows and improve efficiency (ChurnZero, Zoho Desk, Monday.com, etc.)
• Develop and refine playbooks, best practices, and training materials for the Customer Success team.
• Define, track and manage customers and internal teams to a set of KPIs
  

• Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
• 7+ years of progressive experience in Customer Success leadership roles, preferably in a SaaS or technology company.
• 3+ years implementing and scaling teams with Customer Success platforms such as Gainsight, Planhat, ChurnZero, Totango, etc.
• Proven track record of building, scaling, and leading high-performing customer success teams.
• Deep understanding of customer success methodologies, playbook automation, best practices, and technologies.
• Exceptional communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Demonstrated ability to influence and collaborate cross-functionally at all levels of an organization.