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Director of Customer Success
Title:Director of Customer Success
Department:Customer Success
Location:Headquarters - Santa Clara, CA

Director of Customer Success

Location: Santa Clara, CA

Milestone is a private fast growing 300+ people Digital Marketing company. We are part of a $120 billion fast-growing digital marketing industry having a 15% growth rate. You will have the ability to work with unique platforms and cutting-edge technologies. The position serves as a key member of the Global Customer Success leadership team. As the head of customer success for the western region of the United States, you will have the responsibility of leading a highly skilled team of customer success managers who are responsible for ensuring that global customers achieve their expected business outcomes with Milestone product and solutions. You will work closely with Senior Leadership, Sales, Product Management, Engineering, other Customer Success teams and COE to safeguard customer retention and account growth.

You will have the responsibility to hire, motivate, develop and retain quality customer success managers for the western region; localize and ensure adherence to customer success management processes; use systems and tools to drive productivity; and leverage metrics to improve performance of the team.

Primary Responsibilities

  • Drive team strategy and execute superior customer success management to customers
  • Lead a team of CSMs in the Western US. Lead by example to cultivate and maintain Milestone culture and best practices within the team
  • Lead a team of CSMs who are responsible for :
    • Building long-term trusting relationships at all levels with their customers and realizing full value from their investment with Milestone
    • Working with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
    • Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
    • Engaging regularly with customers via strategic and operational discussions to evaluate needs and strategic direction
    • Acting as trusted advisors, educate customers on value derived from Milestone and additional opportunities
    • Being the customer’s advocate inside Milestone to meet customer’s needs
    • Ensuring customer retention and account growth
  • Manage and develop a highly motivated team of CSMs, including hiring, motivation, professional development, and retention
  • Identify and facilitate training programs that will improve product knowledge, technical skills, process know-how and customer handling skills of team members
  • Localize and implement processes, systems, and technology to operationalize and improve the CSM function in Western US. Work with other teams to optimize the customer experience
  • Ensure integration of your team with other functions, such as sales, product, engineering, COE and other customer success teams by defining touch-points, hand-offs, SLAs, etc.
  • Handle customer/internal escalations and deal personally with difficult customer situations and issues. Work with the relevant teams to identify, prioritize and resolve customer issues in order to meet customer objectives and goals
  • Define, track and improve operational metrics for effective CSM operations
  • Feed “Product Intelligence” and “Customer Intelligence” to the product, engineering, COE and customer success teams
  • Continuously identify ways of process improvement and increasing productivity of the team

Required Skills/Experience

  • 8+ years experience in strategic advisory services, account management or previous customer success management
  • 5+ years managing customer facing teams working with enterprise customers
  • Proven leadership and interpersonal skills with ability to influence, work, establish and maintain influential relationships with customers and cross functional team members
  • Track record in building and maintaining strong, trusting relationships with a diverse set of internal and external constituencies including senior level executives and functional teams
  • Strong understanding of business drivers, processes and delivering solutions that meet customer’s expected business outcomes
  • Excellent organization and project management capability
  • Excellent communications skills, both in written and verbal communications, with the ability to deliver effective group presentations, group facilitation and one-on-one consultation is a must
  • Ability to analyze and enhance best practices, processes and procedures to improve efficiency and effectiveness of customer facing teams
  • Must have the ability to multitask in a dynamic, fast paced environment
  • Self motivated, flexible and results driven
  • Comfortable carrying a quota
  • Bachelor’s degree


Preferred Knowledge, Skills, Abilities, And Background

  • Experience and/or domain knowledge in digital marketing highly desirable
  • Experience in sales or account management
  • Highly energetic, with a passion for helping customers achieve expected business outcomes
  • Willingness to 'roll up sleeves' and assist wherever needed
  • Strong people leadership skills who can inspire confidence in team
  • Analytical problem solver with critical thinking capability


About Milestone Inc.

For over 20 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.  


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