[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. Enhesa is the leading provider of regulatory and sustainability intelligence worldwide, empowering the global business community with insights for a sustainable future. The Customer Success Director will lead the customer success team, focusing on client retention, service adoption, and achieving Gross Retained Revenue targets while ensuring strong execution against customer success objectives.ResponsibilitiesOwn and deliver Gross Retained Revenue targets across Enhesa’s Product and Chemical intelligence portfoliosLead, coach, and manage a team of four Customer Success Managers, ensuring clear accountability against individual and team goalsTranslate quarterly business targets into actionable team plans, supporting each manager in working their accounts and activities towards their “plan to goal”Establish a consistent operating rhythm for forecasting, pipeline inspection, renewal readiness, customer health reviews and performance managementDrive customer retention by ensuring proactive engagement, strong relationship management, and timely identification/mitigation of renewal risksBuild and maintain executive-level customer relationships, acting as an escalation point and senior sponsor where requiredCollaborate closely with Sales, Account Management, Product, Finance, and Marketing to support customer outcomes and commercial performanceDevelop and monitor key customer success KPIs, including Gross Retained Revenue, renewal rates, customer health, engagement levels, trainings, risk status, and customer satisfactionEnsure Customer Success Managers use CRM and customer success tools accurately and consistently to manage accounts, document activity, and forecast outcomesSupport the development of scalable processes, playbooks, and best practices for renewals, customer engagement, risk management, and value realizationRepresent the voice of the customer internally, sharing insights that support product development, operational improvement, and commercial strategyFoster a high-performance, collaborative, and accountable team culture aligned to Enhesa’s growth objectivesSkillsBachelor's degree in Business, Marketing or a similar field of study from an accredited university is required3-5+ years' experience managing customer success teams in a business-to-business (B2B) environment in the software, software as a service (SaaS), IT, insurance, engineering, financial services or consultancy industryProven ability to lead teams in a quarterly target-driven commercial environmentStrong experience managing customer-facing professionals against revenue, retention, or renewal targetsClear understanding of Gross Retained Revenue and the activities required to protect and improve retained revenue performanceExperience coaching teams through structured plans, performance reviews, pipeline management, and 'plan to goal' executionStrong familiarity with CRM systems and customer success platforms; experience with Microsoft Dynamics, Salesforce, Totango, or similar tools is advantageousExcellent customer relationship management skills, including executive-level communication and escalation handlingStrong analytical capability, with the ability to interpret customer health data, account trends, renewal forecasts, and performance metricsDemonstrated ability to operate cross-functionally with Sales, Product, Finance, Marketing, and OperationsCommercially astute, structured, and comfortable working in a fast-paced growth environmentExcellent interpersonal, presentation, negotiation, and conflict resolution skillsHigh levels of professionalism, personal drive, ownership, and accountabilityCollaborative team player with the ability to share information, best practices, and feedback constructivelyBenefitsA competitive salary package & benefits with a flexible home-working policyWork/life balance and a fast-paced and driven environmentAccountability and pride for your projectsCompany OverviewBrussels-based regulatory compliance company. It was founded in 1989, and is headquartered in Brussels, Brussels Hoofdstedelijk Gewest, BEL, with a workforce of 201-500 employees. Its website is http://www.enhesa.com/.