About the job Customer Success Director
Company Description
Our client is a North American agency that supports tech-focused businesses by providing scalable offshore sales and marketing solutions. They help teams generate leads, optimize campaigns, and drive revenue growth without the operational overhead of building large in-house teams.
About the role
The Customer Success Director is a strategic and people-focused leader responsible for ensuring customer satisfaction, retention, and long-term value creation across all client accounts. Reporting directly to the CEO, this role will define the vision for Customer Success, establish scalable systems and playbooks, and serve as the strongest internal advocate for the customer.
This leader will mentor and develop a team of Customer Success Managers (CSMs) in Bangladesh, ensuring they provide a consistent, proactive, and high-quality customer management experience that meets global standards. The role requires close collaboration with Service Delivery, Sales, Marketing, and Leadership teams to ensure that customers receive timely and exceptional outcomes.
Key Responsibilities
- Lead, mentor, and develop a high-performing Customer Success team with clear roles, KPIs, and accountability.
- Own executive-level relationships for key accounts and act as the voice of the customer internally.
- Support and escalate complex or high-risk client situations to ensure successful resolution.
- Ensure consistent, proactive, and structured communication across all customer accounts.
- Align Customer Success with Service Delivery and Project Management to meet scope, timeline, and budget expectations.
- Define and continuously improve Customer Success processes, playbooks, and quality standards.
- Collaborate cross-functionally with Sales, Marketing, Finance, and Leadership on client handoffs, renewals, and growth opportunities.
- Own CS reporting and insights (CSAT, retention, churn, escalations, upsell opportunities).
- Translate customer and performance data into actionable strategies to reduce churn and increase lifetime value.
- Contribute to company-wide strategy by representing customer needs, risks, and growth opportunities.
Skills & Qualifications
- 9+ years of experience in Customer Success, Account Management, or Client Services roles, preferably within a B2B services or agency environment.
- 4+ years of experience leading and scaling high-performing teams.
- Proven track record of improving customer satisfaction, retention, and account growth.
- Strong understanding of service delivery operations and cross-functional collaboration.
- Experience working with North American or global clients is highly preferred.
- Excellent communication skills—clear, structured, and confident with senior
stakeholders. - Highly analytical, organized, and comfortable using data to drive decisions.
Employment Structure
- Hybrid in Dhaka, Bangladesh | Full-time
- Salary: BDT 300,000 - 400,000
- Benefits: Bangladeshi & North American government holidays + Year-end 1-week break + Bi-annual festival bonuses + Annual salary review + Paid casual & sick leave + Friendly office culture
- Work Week: Monday-Friday, 2:00 pm - 11:00 pm
Hiring Process
- Screening interview with Talvette
- First interview with COO and HR
- Final interview with Founders
- Receive an offer
- Join their team full-time