Neat

Compensation

Full Description

Location: In order of preference: • Eastern Time Zone, US • Central Time Zone, US The Opportunity Neat's Customer Experience organization is seeking a Regional Director, Customer Success - Americas to lead, scale, and inspire a team of professional Customer Success Managers. This is a builder role for a seasoned CS leader. You will inherit a lean, high-performing team of 3 CSMs and immediately drive a strategy to scale the team to 7+ within your first six months, with further expansion slated for next year. Reporting directly to the VP of Customer Experience, you will design and execute an exceptional Customer Success playbook for Neat's highest-value Enterprise customers. You will have the strategic autonomy to set goals, challenge your team, and act as a key architect in Neat's next phase of global growth. Key Responsibilities Team Leadership & Scaling • Build and Scale: Lead the immediate recruitment, onboarding, and mentoring of new CSMs, establishing a culture of high performance, accountability, and continuous learning. • Coaching: Set the standard for enterprise customer success management, helping CSMs navigate complex end-user dynamics and steer technical adoption workflows. Strategic Account Growth & Technical Adoption • Drive Health & Utilization: Oversee customer health, technical adoption, and product utilization across our largest AMER enterprise accounts. • Maximize Lifetime Value: Ensure CSMs are effectively identifying future expansion opportunities and positioning customers for upcoming hardware refresh cycles. • Partner Collaboration: Intersect with reseller partners during active, high-touch customer implementation and deployment projects to ensure seamless time-to-value. Cross-Functional Influence • Sales Alignment: Partner closely with Sales, Sales Engineering and Support leadership to align customer health data with upcoming commercial opportunities and account strategies. • Customer Sentiment Feedback Loop: Own the aggregate feedback loop for CS-managed Americas Enterprise customers, funneling feature requests, technical support insights, and NPS data back to product and marketing teams. How Success is Measured We believe in clear accountability. In this role, your impact will be measured directly by your team's ability to outperform company benchmarks: • CS-Managed Customer Retention: Consistently driving higher retention rates within CS-assigned accounts compared to the overall Neat baseline. • CS-Managed Spend Growth: Accelerating total spend velocity and account growth within your team's book of business compared to non-managed accounts. Key Skills and Qualifications Required Experience • Proven CS Leadership: 3+ years of experience directly managing and scaling Enterprise Customer Success teams, with a total of 7+ years in the tech/SaaS customer success ecosystem. • A Builder Mindset: Demonstrated experience scaling a team through rapid growth phases, including defining new workflows, policies, and playbook strategies. • Enterprise Savvy: Deep experience managing high-touch relationships with Fortune 500/Enterprise end-users. • Cross-Functional Influence: Proven ability to partner effectively with Sales, Support, and Product organizations. • Tool Proficiency: Strong operational familiarity with modern tech stacks, including CRMs (e.g., Salesforce/Gong) and ticketing/CS platforms (e.g., Zendesk). Preferred (But Not Required) • Industry Familiarity: Experience in the collaboration, audiovisual (AV), or hardware/IoT space (e.g., working with Zoom Rooms, Microsoft Teams Rooms, or hardware deployment lifecycles) is a major plus and will flatten the learning curve. Compensation & Benefits Pay Range: $150,000 - $185,000 OTE per year. Actual compensation will be determined based on factors such as the candidate's relevant experience, skills, and internal equity. This position is eligible for our comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, and an unlimited PTO policy. Department Solution Engineering and Technical Support Locations United States Remote status Fully Remote