About the Role

We are seeking an experienced and customer-centric Customer Success Director to lead our customer success function across Albania, Kosovo, and North Macedonia.

The successful candidate will be responsible for managing the complete customer lifecycle following contract execution, ensuring successful onboarding, customer satisfaction, retention, and long-term account growth. This role serves as the primary link between customers and internal departments, ensuring that clients receive maximum value from our products and services.

As a strategic leader within the SMS Retail Department, the Customer Success Director will oversee customer onboarding, relationship management, renewals, and expansion opportunities while leading a team of Customer Success Specialists across the region.

Key Responsibilities 

Customer Onboarding & Activation

• Take ownership of customers following the formal handover from the Business Development team.
• Lead customer onboarding, kickoff meetings, and implementation planning.
• Coordinate documentation, account setup, technical requirements, testing, and service activation.
• Ensure all commitments made during the sales process are successfully delivered.
• Monitor onboarding progress and proactively resolve any blockers.

Customer Relationship Management

• Act as the primary relationship owner for assigned customers.
• Build and maintain long-term relationships with key customer stakeholders.
• Conduct regular business reviews and account meetings.
• Monitor customer satisfaction, engagement, and service performance.
• Manage customer complaints, escalations, and service-related issues.

Customer Retention & Growth

• Develop and implement customer retention strategies.
• Identify churn risks and establish mitigation plans.
• Support contract renewals and commercial reviews.
• Identify opportunities for upselling, cross-selling, and account expansion.
• Develop strategic account plans for key customers.

Cross-Functional Collaboration

• Collaborate closely with Business Development, Technical, Operations, Finance, Legal, and Product teams.
• Communicate customer feedback and improvement opportunities to internal stakeholders.
• Escalate critical customer issues and risks to senior management when necessary.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.

About the Role

We are seeking an experienced and customer-centric Customer Success Director to lead our customer success function across Albania, Kosovo, and North Macedonia.

The successful candidate will be responsible for managing the complete customer lifecycle following contract execution, ensuring successful onboarding, customer satisfaction, retention, and long-term account growth. This role serves as the primary link between customers and internal departments, ensuring that clients receive maximum value from our products and services.

As a strategic leader within the SMS Retail Department, the Customer Success Director will oversee customer onboarding, relationship management, renewals, and expansion opportunities while leading a team of Customer Success Specialists across the region.

Key Responsibilities 

Customer Onboarding & Activation

• Take ownership of customers following the formal handover from the Business Development team.
• Lead customer onboarding, kickoff meetings, and implementation planning.
• Coordinate documentation, account setup, technical requirements, testing, and service activation.
• Ensure all commitments made during the sales process are successfully delivered.
• Monitor onboarding progress and proactively resolve any blockers.

Customer Relationship Management

• Act as the primary relationship owner for assigned customers.
• Build and maintain long-term relationships with key customer stakeholders.
• Conduct regular business reviews and account meetings.
• Monitor customer satisfaction, engagement, and service performance.
• Manage customer complaints, escalations, and service-related issues.

Customer Retention & Growth

• Develop and implement customer retention strategies.
• Identify churn risks and establish mitigation plans.
• Support contract renewals and commercial reviews.
• Identify opportunities for upselling, cross-selling, and account expansion.
• Develop strategic account plans for key customers.

Cross-Functional Collaboration

• Collaborate closely with Business Development, Technical, Operations, Finance, Legal, and Product teams.
• Communicate customer feedback and improvement opportunities to internal stakeholders.
• Escalate critical customer issues and risks to senior management when necessary.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.