Senior Director, Customer Success

About AlphaSense: 

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

About the Role

We're looking for a Senior Director, Customer Success to own the strategy and execution of our global customer success organization within our Corporates and Consulting business. This is a senior leadership role at the center of how AlphaSense retains, expands, and deepens relationships with our most strategic customers and builds the team, programs, and infrastructure to do it at scale.

As a key member of the Customer Success leadership team, you'll lead a group of high-performing managers and individual contributors, partnering closely with Sales, Account Management, Product, and Marketing to drive measurable outcomes across the full customer lifecycle. You'll set the vision for how we deliver value across our Corporates and Consulting customer base and own the results.

What You'll Do

• Own Global CS Strategy & Execution: Define and drive the overarching strategy for the global customer success organization for the Corporates and Consulting business, translating business objectives into team priorities, coverage models, and scalable programs.
• Lead High-Performing Managers: Build, develop, and inspire a team of high performing reps and CS managers, creating a culture of accountability, coaching, and continuous improvement across the organization.
• Drive Adoption & Advocacy at Scale: Develop and execute strategies that deepen product adoption, accelerate time-to-value, and turn customers into long-term advocates with particular emphasis on our GenAI capabilities.
• Build + Scale Digital Success: Take full ownership of the digital success program, including managing day-to-day operations and holding accountability for renewal and retention outcomes across the customer base.
• Strategic Account Oversight: Partner with Sales and Account Management leadership to ensure the right coverage and resource allocation across our highest-value accounts.
• Operational Excellence: Build and institutionalize scalable playbooks, frameworks, and data-driven practices that elevate the performance of the entire CS function.
• Cross-Functional Leadership: Act as a senior voice for the customer across the organization  aligning with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives.

Who You Are

• A seasoned customer success leader with 10+ years in client-facing SaaS roles and 4+ years leading managers or multi-tiered teams.
• A proven track record of owning adoption outcomes at scale while connecting team actions back to those outcomes
• An experienced leader who has owned and delivered against renewal/retention targets
• A strategic thinker who translates high-level business goals into executable team programs and measurable results.
• An exceptional executive communicator who can influence C-suite stakeholders internally and externally with clarity and credibility.
• A data-driven operator who builds systems and uses insights to continuously improve team performance and customer outcomes.
• Someone who thrives in fast-paced, high-growth environments and has a track record of building for scale.
• Preferably located in the ET or GMT timezones.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Recruiting Scams and Fraud

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• AlphaSense never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @alpha-sense.com email address.
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