About the Role
A customer-focused and experienced Customer Success Director is being sought to lead the customer success function in Albania, Kosovo, and North Macedonia.
The person in this role will oversee the full customer journey after contract completion, with responsibility for effective onboarding, customer satisfaction, retention, and long-term account development. The position acts as the main connection between clients and internal teams, helping ensure customers gain the highest possible value from the company's products and services.
As a strategic leadership role within the SMS Retail Department, this position will supervise onboarding, customer relationship management, renewals, and growth opportunities, while also guiding a regional team of Customer Success Specialists.
Detyrat
Customer Onboarding & Activation
- Assume responsibility for customers once they are formally transferred from the Business Development team.
- Direct onboarding activities, initial kickoff meetings, and implementation planning.
- Organize documentation, account configuration, technical prerequisites, testing, and service launch.
- Make sure that all promises given during the sales phase are fulfilled successfully.
- Track onboarding progress and address obstacles in a proactive way.
Customer Relationship Management
- Serve as the main relationship owner for the customers assigned to the role.
- Establish and sustain long-term connections with key client stakeholders.
- Hold regular business review sessions and account meetings.
- Follow customer satisfaction, engagement levels, and service results on an ongoing basis.
- Handle complaints, escalations, and issues connected to service delivery.
Customer Retention & Growth
- Create and put into practice strategies focused on customer retention.
- Detect risks of churn and define plans to reduce them.
- Assist with contract renewals and commercial performance reviews.
- Recognize possibilities for upselling, cross-selling, and account growth.
- Prepare strategic account plans for important customers.
Cross-Functional Collaboration
- Work in close coordination with the Business Development, Technical, Operations, Finance, Legal, and Product teams.
- Share customer feedback and areas for improvement with internal stakeholders.
- Raise critical customer concerns and risks to senior management whenever required.
Kualifikimet
Required Qualifications
- Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.
- At least 5 years of experience in Customer Success, Account Management, Client Services, or Commercial Operations.
- At least 2 years of experience leading teams that work directly with customers.
- Demonstrated background in managing strategic B2B client relationships.
- Strong abilities in project management and coordination across different functions.
- Excellent communication, problem-solving, and stakeholder management skills.
- Experience with CRM systems, customer management tools, and reporting platforms.
- Professional-level command of Albanian and English; any additional language is considered an advantage.
Preferred Qualifications
- Background in telecommunications, SaaS, fintech, technology, digital platforms, or similar B2B sectors.
- Experience working with enterprise-level or international clients.
- Experience overseeing onboarding and customer lifecycle activities.
- Familiarity with technical integrations, API-based services, or platform environments.
- Previous involvement in building or expanding Customer Success teams.
What We Offer
- A chance to lead a strategic, customer-oriented function within an expanding organization.
- Exposure to regional and international markets.
- Opportunities for professional advancement and leadership development.
- A competitive compensation package that includes performance-based incentives.
- A dynamic and team-oriented work environment.
About the Role
A customer-focused and experienced Customer Success Director is being sought to lead the customer success function in Albania, Kosovo, and North Macedonia.
The person in this role will oversee the full customer journey after contract completion, with responsibility for effective onboarding, customer satisfaction, retention, and long-term account development. The position acts as the main connection between clients and internal teams, helping ensure customers gain the highest possible value from the company's products and services.
As a strategic leadership role within the SMS Retail Department, this position will supervise onboarding, customer relationship management, renewals, and growth opportunities, while also guiding a regional team of Customer Success Specialists.
Detyrat
Customer Onboarding & Activation
- Assume responsibility for customers once they are formally transferred from the Business Development team.
- Direct onboarding activities, initial kickoff meetings, and implementation planning.
- Organize documentation, account configuration, technical prerequisites, testing, and service launch.
- Make sure that all promises given during the sales phase are fulfilled successfully.
- Track onboarding progress and address obstacles in a proactive way.
Customer Relationship Management
- Serve as the main relationship owner for the customers assigned to the role.
- Establish and sustain long-term connections with key client stakeholders.
- Hold regular business review sessions and account meetings.
- Follow customer satisfaction, engagement levels, and service results on an ongoing basis.
- Handle complaints, escalations, and issues connected to service delivery.
Customer Retention & Growth
- Create and put into practice strategies focused on customer retention.
- Detect risks of churn and define plans to reduce them.
- Assist with contract renewals and commercial performance reviews.
- Recognize possibilities for upselling, cross-selling, and account growth.
- Prepare strategic account plans for important customers.
Cross-Functional Collaboration
- Work in close coordination with the Business Development, Technical, Operations, Finance, Legal, and Product teams.
- Share customer feedback and areas for improvement with internal stakeholders.
- Raise critical customer concerns and risks to senior management whenever required.
Kualifikimet
Required Qualifications
- Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.
- At least 5 years of experience in Customer Success, Account Management, Client Services, or Commercial Operations.
- At least 2 years of experience leading teams that work directly with customers.
- Demonstrated background in managing strategic B2B client relationships.
- Strong abilities in project management and coordination across different functions.
- Excellent communication, problem-solving, and stakeholder management skills.
- Experience with CRM systems, customer management tools, and reporting platforms.
- Professional-level command of Albanian and English; any additional language is considered an advantage.
Preferred Qualifications
- Background in telecommunications, SaaS, fintech, technology, digital platforms, or similar B2B sectors.
- Experience working with enterprise-level or international clients.
- Experience overseeing onboarding and customer lifecycle activities.
- Familiarity with technical integrations, API-based services, or platform environments.
- Previous involvement in building or expanding Customer Success teams.
What We Offer
- A chance to lead a strategic, customer-oriented function within an expanding organization.
- Exposure to regional and international markets.
- Opportunities for professional advancement and leadership development.
- A competitive compensation package that includes performance-based incentives.
- A dynamic and team-oriented work environment.
