Lead the Relationship Management team to ensure that we are delivering best in class support to our customers and continuing to sell our products to existing customers
Inspire and motivate the team to hit and exceed targets of continued sales of our products to existing customers
Develop and implement strategies and processes to improve customer satisfaction, retention and expansion
Define and measure KPIs for the team
Own cross functional relationships and ways of working with underwriting, customer acquisition, marketing and product teams to ensure open communication and collaboration
Collaborate with customers to identify opportunities for improvement, drive education and understanding of new features and functionality of the product and product portal
Provide regular reporting on key KPIs that roll up to revenue
Effectively coach and performance manage team members

A minimum of 5 years of experience in a leadership role in customer success or account management
A proven track record of building successful customer success programs that drive high levels of satisfaction, retention and expansion
An ability to manage a large team effectively while maintaining high levels of motivation and engagement
An ability to work collaboratively across multiple functions within an organization
An analytical mindset with experience using data-driven insights to inform decision-making
A passion for delivering world-class customer experiences
Excellent communication, presentation and interpersonal skills
A Bachelor’s or Master’s degree in business administration, finance, or a related field

Director of Relationship Management

Key skills