pAt Loyal Guru, we help enterprise retailers, grocers, and financial institutions unlock the power of customer loyalty. Our SaaS platform empowers brands to increase repeat purchase revenue, reduce churn, and deliver personalized experiences that drive long-term growth. We are in a strong scale-up phase, rapidly expanding across Europe and Latin America, and we are looking for talented individuals to help us continue this journey. /p h3About the Role /h3 pWe are looking for a Customer Success Director – Strategy Performance to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability. This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function. You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies. /p pThis senior-level position requires a strong business mindset, data-driven decision-making, and a deep commitment to customer excellence. You’ll be a strategic driver of transformation, with a focus on continuous improvement and measurable results. /p ul liDesign and implement strategies to drive customer retention, satisfaction, and long-term growth. /li liLead and mentor Client Directors and their teams, fostering a culture of customer excellence. /li liDefine, track, and continuously improve key KPIs, including: /li liNPS (Net Promoter Score) /li liNRR (Net Revenue Retention) /li liIdentify and act on opportunities to optimize operational efficiency across the Customer Success organization. /li liServe as a strategic reference point for innovation and best practices in customer management. /li liCollaborate closely with the COO and other department leaders (Product, Sales,



Operations) to ensure strategic and operational alignment with overall company goals. /li /ul h3What we're looking for in you /h3 ul li8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role. /li liProven track record in driving significant improvements in KPIs such as NPS and NRR. /li liPrior experience in B2B SaaS environments and fast-scaling companies. /li liStrong analytical skills and ability to translate data into strategic decisions. /li liOutstanding leadership, communication, and cross-functional collaboration skills. /li liHands‑on attitude with a high focus on results. /li liHigh level of English (spoken and written). /li liNative level of Italian /li /ul h3Extra points to shine /h3 ul liDeep previous experience working directly with bRetail, Grocery (GDO) /b, or bBanking /b clients. /li /ul h3Perks of being a Loyal Guru /h3 pWhat makes working at Loyal Guru different? /p ul libFlexibility Work-Life Balance /b /li libFlexible schedule: /b Organize your day to work best for you. /li libReduced hours on Fridays: /b Enjoy long weekends and all of August with a condensed schedule. /li libDay off on your birthday: /b Because celebrating is important! /li lib25 days of vacation: /b Disconnecting is also part of the job. /li libProfessional Growth /b /li libBudget for training and language classes: /b Learn whatever inspires you and level up your career. /li libClear career path: /b Opportunity for professional advancement within the Customer Success or consulting track. /li libAccess to Wellhub and BH Bienestar: /b Physical and emotional health in balance. /li libFrequent team buildings: /b Good vibes inside and outside of work are essential! /li /ul #J-18808-Ljbffr

📌 Client Director - Customer Success Manager (Italia)
🏢 Empresaconfidencial
📍 Italia