Customer Success Director – Strategy & Performance

💜 About Us

At 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.

🎯 About the Role

We 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.

This 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.

🌟 Your Responsibilities

• Design and implement strategies to drive customer retention, satisfaction, and long-term growth.

• Lead and mentor Client Directors and their teams, fostering a culture of customer excellence.

• Define, track, and continuously improve key KPIs, including:

  • NPS (Net Promoter Score)

  • NRR (Net Revenue Retention)

  • Customer margins

• Identify and act on opportunities to optimize operational efficiency across the Customer Success organization.

• Serve as a strategic reference point for innovation and best practices in customer management.

• Collaborate closely with the COO and other department leaders (Product, Sales, Operations) to ensure strategic and operational alignment with overall company goals.
  

✅ What we're looking for in you

• 8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role.

• Proven track record in driving significant improvements in KPIs such as NPS and NRR.

• Prior experience in B2B SaaS environments and fast-scaling companies.

• Strong analytical skills and ability to translate data into strategic decisions.

• Outstanding leadership, communication, and cross-functional collaboration skills.

• Hands-on attitude with a high focus on results.

• High level of English & Spanish (spoken and written).

• Native level of Italian

🤩 Extra points to shine

• Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients.

🎁 Perks of being a Loyal Guru

• What makes working at Loyal Guru different? 💙

  🌟 Flexibility & Work-Life Balance

  • ⏰ Flexible schedule: Organize your day to work best for you.

  • ✨ Reduced hours on Fridays: Enjoy long weekends and all of August with a condensed schedule.

  • 🥳 Day off on your birthday: Because celebrating is important!

  • 🏖️ 25 days of vacation: Disconnecting is also part of the job.

  🚀 Professional Growth

  • 📚 Budget for training and language classes: Learn whatever inspires you and level up your career.

  • 🚀 Clear career path: Opportunity for professional advancement within the Customer Success or consulting track.

  💖 Real Wellness

  • 💆‍♀️ Access to Wellhub and BH Bienestar: Physical and emotional health in balance.

  • 🏥 50% discount on health insurance (Sanitas).

  🎉 Team Culture

  • 🍕🍻🎳 Frequent team buildings: Good vibes inside and outside of work are essential!