Director, Customer Success

Role Overview

• Lead a multiple functional team by setting direction based on organizational objectives, overseeing planning and successful execution.
• Build a high-performance, customer-centric culture around the core foundation values of our company.
• Define Team structure, hiring plans, and career development paths establishing clear goals and performance management frameworks with clear accountability.
• Provide input to the Global Leader for organizational planning and structure, budgets, and training.
• Own the customer lifecycle strategy, from onboarding to renewal and expansion; Develop scalable programs to drive customer adoption, retention, and growth and Identify opportunities to improve the overall customer experience.
• Be able to act as an executive sponsor for strategic customer accounts.
• Drive renewal and expansion outcomes across the customer base through close partnership with Sales on upsell and cross-sell strategies; Monitor and improve key metrics such as: Net Revenue Retention (NRR); Gross Revenue Retention (GRR); Customer Health Scores; Product Adoption.
• Bring Operational Excellence to play by Implementing scalable Customer Success processes and playbooks; Leveraging data and analytics to identify risks and opportunities; Improve forecasting for renewals and customer health and Ensure consistent use of CRM and customer success platforms.
• Help define and build an organization that excels in Customer Experience, employee programs, and operational efficiency; representing the voice of the customer within the organization.
• Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;

Requirements

• 10+ years of relevant experience managing customer-facing, business or technical teams in a fast-paced, dynamic environment.
• Experience in Cloud Based and Premise delivery models.
• Demonstrate success in implementing innovative value-add services and relationship management to Partners and Customers.
• Experience working with multi-national business cultures and global teams.
• 25%+ travel will be required.
• Excellent written and verbal communication skills.
• Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people.
• Experience in B2B SaaS Organizations.
• Negotiation and Conflict Management: ability to build consensus, trust, and relationships with internal and external stakeholders.
• Must be knowledgeable about Customer Care best practices.
• Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements.
• Strong Customer and Partner focus and credibility; ability to engage at Director and C-level.
• Team builder: able to create a positive, high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial.
• Resilience and Perspective: ability to stay calm and operate effectively under stress.
• Experience leading leaders and managing managers, setting strategy, making decisions, and carrying accountability for multiple teams working to achieve one goal.
• BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience.

Tech Stack

• Cloud

Benefits

• great benefits and perks like larger tech companies
• independence to make a larger impact on the company