Sr. Director, Customer Success

About AccuWeather

AccuWeather is recognized and documented as the most accurate source of weather forecasts and warnings in the world, has saved tens of thousands of lives, prevented hundreds of thousands of injuries, and saved tens of billions of dollars in property damage. Today, AccuWeather is the most used source of weather forecasts and warnings in the world, is known to billions, and is proven and verified to be the most accurate. Digitally, AccuWeather is the #1 weather destination in the world and one of the top global destination sites.

AccuWeather forecasts appear on digital signage, in 700 newspapers, are heard on over 400 radio stations and are viewed on 100 television stations. The AccuWeather Network reaches 30 million households, and its AccuWeather NOW FAST streaming service is available to more than 200 million active users on many platforms, including Roku, Xumo, Red Box, LG, Amazon, and Freevee.

AccuWeather For Business serves more than half of the Fortune 500 companies and thousands of other businesses and government agencies globally that pay for the most accurate weather forecasts, warnings and data from any source. AccuWeather’s story is one of a relentless dedication to Superior Accuracy™, detail, creativity, and innovation. Entrepreneurship, service, and the loyalty and commitment of hundreds of people who have joined AccuWeather’s center of excellence, including many who have dedicated their entire careers to AccuWeather.

Dr. Joel Myers, Founder and Executive Chairman, established AccuWeather in 1962 and is considered the “father of modern commercial meteorology.” Myers, a leading creative thinker and visionary, has been named “the most accurate man in weather” by The New York Times and is recognized as one of the top entrepreneurs in American history by the Entrepreneur’s Encyclopedia of Entertainment.

Position Summary

As the Senior Director of Customer Success, you will be responsible for driving customer satisfaction and retention through strategic leadership and a customer-centric approach. You will lead a talented team focused on building strong relationships with clients, ensuring they derive maximum value from our products and services. This role will involve close collaboration with sales, product development, and marketing to align our customer success initiatives with overall business goals.

Key Responsibilities and Duties

• Strategic Leadership: Develop and execute a comprehensive customer success strategy that aligns with AccuWeather’s business objectives, enhancing customer engagement and loyalty.

• Team Development: Lead, mentor, and inspire a team of customer success managers and specialists to deliver exceptional service and support to clients.

• Customer Relationship Management: Build and maintain strong relationships with key stakeholders at client organizations, understanding their needs and ensuring they are met effectively.

• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives and report on progress to executive leadership.

• Onboarding & Training: Oversee the onboarding process for new clients, ensuring they are equipped with the knowledge and tools needed to succeed with AccuWeather’s offerings.

• Feedback Loop: Implement processes for gathering and analyzing customer feedback to inform product development and improve service offerings.

• Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to identify upselling opportunities and advocate for customer needs in product development discussions.

• Risk Management: Proactively identify and address potential issues that may affect customer satisfaction or retention.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred.

• 7+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.

• Proven track record of driving customer satisfaction and retention in a B2B environment.

• Strong analytical skills, with the ability to interpret data and derive actionable insights.

• Excellent communication and interpersonal skills, with a passion for building relationships.

• Experience in the tech or media industry, preferably within weather or data analytics sectors, is a plus.

Benefits

• Comprehensive healthcare and dental benefits.
• 401(k) retirement plan with 50% company match.
• A collaborative work environment

Commitment to Diversity

AccuWeather is committed to diversity and encourages all qualified candidates to apply. We are an equal opportunity employer. If you are a highly motivated, organized, and dynamic professional with the skills and experience to excel in this role, we invite you to join our team and make a significant impact on our organization's success.