Job Description

Director, Customer Success – Loyalty & Customer

How You’ll Make an Impact

As the Director of Customer Success, you will play a pivotal role in shaping the future of our customer relationships, driving product adoption, and fostering long-term loyalty. Your leadership will directly influence our ability to deliver exceptional value to our clients and ensure their success with Epsilon’s solutions. Here’s how you will make an impactful difference at Epsilon:

• Work together win together: As the Director of Customer Success for PeopleCloud Loyalty and Customer solutions, you will create a collaborative environment where cross-functional teams and customer stakeholders work together to achieve shared goals. Your leadership will ensure that every customer interaction is meaningful and contributes to mutual growth and success.
• Innovate with purpose: You will be part of a forward-thinking company that values creativity and collaboration. In this role, you will leverage cutting-edge Customer Success Management technology and best practices to develop innovative strategies that deliver measurable value to our clients. By continuously identifying new opportunities and refining our approach, you’ll ensure that our solutions not only meet but exceed customer expectations. Your commitment to continuous improvement and purposeful innovation will help us transform customer experiences and achieve outstanding business outcomes.

What You’ll Achieve

• Career Growth Opportunities: Gain experience leading a high-performing team and driving strategic initiatives that enhance customer success.
• Skill Development:Enhance your leadership, strategic thinking, data-driven decision-making, and change management skills. Gain extensive exposure to broader set of Epsilon PeopleCloud solutions, platforms, data, and media
• Drive the adoption and success of Epsilon’s PeopleCloud Loyalty and Customer solutions.
• Develop and execute strategic customer success plans that align with clients’ goals and drive long-term value.
• Foster strong relationships with key stakeholders within client organizations to ensure satisfaction and retention.
• Collaborate with cross-functional teams to deliver seamless, integrated solutions that meet client needs.
• Identify opportunities for account growth and expansion, leveraging customer insights and data-driven strategies.
•  Enhance customer experiences by implementing best practices, playbooks, and innovative approaches to problem-solving.

Who You Are

• What you’ll bring with you:

• Marketing Technology/Advertising Technology: supporting Loyalty, CDP/CRM, Cross-Channel Marketing, Ad, and Data platforms
• Technology Integration: experience with integrating CSM technology platforms into business operations.
• Proven Leadership: Demonstrated success in building, growing, and leading high-performing CSM teams.
• Executive Relationships: Strong ability to build and maintain relationships at Senior Management/Executive levels.
• Cross-Functional Collaboration: Skilled at working with cross-functional teams in a matrix environment to achieve key objectives.
• Complex Problem-Solving: Ability to resolve complex and diverse situations with innovative solutions.
• Communication Excellence: Exceptional verbal and written communication and presentation skills.

• Why you might stand out from other talent:

• Industry experience in large enterprise environments, preferably within Financial Services and Insurance verticals
• You take a consultative approach with clients to achieve the full value of our solutions.
• Develop long-term goals and strategies that align to the client’s business outcomes.
• Comfortable managing customer relationships at senior management/executive levels.
• Experience managing and driving change within organizations. 
• Assist clients in adapting to new technologies and processes.
• Ability to anticipate challenges and prepare proactively, supported by playbooks.
• You measure success by customer value rather than tasks accomplished.
• Ability understand where Loyalty/CDP fits into the client’s tech stack.

Qualifications