At a Glance
- Tasks: Lead global customer success strategy and inspire a high-performing team.
- Company: Join AlphaSense, a leader in AI-driven market intelligence.
- Benefits: Competitive salary, inclusive culture, and opportunities for growth.
- Other info: Fast-paced environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by enhancing customer relationships and driving success.
- Qualifications: 10+ years in SaaS roles and proven leadership experience.
The predicted salary is between 90000 - 120000 £ per year.
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.
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.
Senior Director, Customer Success employer: AlphaSense
AlphaSense is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to thrive in a fast-paced, high-growth environment. With a commitment to professional development and a focus on collaboration across teams, employees have ample opportunities for growth and innovation, particularly in the exciting field of AI-driven market intelligence. Located in New York City, AlphaSense offers a vibrant workplace where diverse perspectives are valued, and every team member plays a crucial role in shaping the future of decision-making for leading enterprises.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Director, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AlphaSense. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AlphaSense before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Director, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AlphaSense:Your cover letter is your chance to shine! Tell us why you want to work at AlphaSense specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AlphaSense!
How to prepare for a job interview at AlphaSense
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
