Director, Customer Success

Company Description

Cint is a global software leader in technology-enabled insights. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has one of the world’s largest consumer networks for digital survey-based research, made up of over 160 million engaged respondents across more than 130 countries. Over 3,200 insights-driven companies use Cint to accelerate how they gather consumer insights and supercharge business growth.

Job Description

The Director of Customer Success, Americas manages and mentors a team of CSMs, focusing on client retention, satisfaction, and revenue growth within Cint’s market research platforms. The Director drives strategy, analyzes data, resolves escalations, and collaborates cross-functionally to ensure clients achieve goals, leverages data to improve processes and fosters strong advisor relationships for renewals and upsells in a tech-focused, consultative environment. 

Key Responsibilities:

• Team Leadership: Lead, coach, and develop Customer Success Managers (CSMs), setting performance goals and ensuring team effectiveness.
• Customer Strategy: Develop and implement strategies to maximize client adoption, satisfaction, and retention using Cint’s ResTech platforms.
• Relationship Management: Build strategic, trusted-advisor relationships with key accounts, acting as an escalation point for complex issues.
• Data & Reporting: Analyze customer usage, performance metrics, and trends to provide insights, generate reports, and inform strategy.
• Internal Collaboration: Work with Sales, Product, and Support teams to advocate for customer needs and drive product improvements.
• Growth & Upsell: Identify opportunities for account growth, renewals, and upsells by understanding client business needs.
• Process Improvement: Standardize and scale best practices for team operations and client onboarding. 

Qualifications

Key Qualifications & Skills:

• Proven experience in Customer Success, Account Management, or related client-facing roles (often 5+ years).
• Demonstrated experience in a supervisory or director capacity (often 2+ years).
• Strong understanding of SaaS, software, API integrations, and data analysis.
• Excellent communication, presentation, and relationship-building skills.
• Proficiency with CRM software (like Salesforce) and data visualization tools (like PowerBI).
• Strategic thinking, problem-solving, and a data-driven mindset.
• Familiarity with the market research industry is a plus

Additional Information

The anticipated annualised pay range for this role is $118,400 to $148,000 with annual on target annual variable commission of $23,640 – $29,600. In addition, this position is also eligible for the following benefits:

• Medical, Dental, and Vision insurance options to suit you and your family’s needs
• 401K with company matching
• PTO, unlimited sick days
• Remote Work
• Paid maternity and paternity leave

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Our Values

Collaboration is our superpower

• We uncover rich perspectives across the world
• Success happens together
• We deliver across borders.

Innovation is in our blood

• We’re pioneers in our industry
• Our curiosity is insatiable
• We bring the best ideas to life.

We do what we say

• We’re accountable for our work and actions
• Excellence comes as standard
• We’re open, honest and kind, always.

We are caring

• We learn from each other’s experiences
• Stop and listen; every opinion matters
• We embrace diversity, equity and inclusion.

More About Cint

We’re proud to be recognised in Newsweek’s 2025 Global Top 100 Most Loved Workplaces®, reflecting our commitment to a culture of trust, respect, and employee growth.

In June 2021, Cint acquired Berlin-based GapFish – the world’s largest ISO certified online panel community in the DACH region – and in January 2022, completed the acquisition of US-based Lucid – a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

Cint Group AB (publ), listed on Nasdaq Stockholm, this growth has made Cint a strong global platform with teams across its many global offices, including Stockholm, London, New York, New Orleans, Singapore, Tokyo and Sydney. (www.cint.com)

Additionally, in a world of AI, we want our candidates to understand our approach to the use of AI during the interview and hiring process, so we’d appreciate you reading our AI usage guide.