Director - Customer Success

Job Description

A Director, Customer Success is a strategic leader responsible for managing and growing customer relationships, ensuring clients receive maximum value from a company's products and services, and leading a team of Customer Success Managers. They work closely with customers to align solutions with business goals, improve satisfaction and retention, and foster long-term partnerships.

Job Title: Director, Customer Success

Job Description:

You will collaborate across functions to deliver strategic account management, and develop tailored solutions that align with client needs and our company, objectives.

Key Responsibilities:

• Customer Success Strategy:
• Develop and implement a customer success strategy that aligns with company goals.
• Define and monitor key performance indicators (KPIs) to measure the success of the customer success program.
• Drive initiatives focused on improving customer health, engagement, and retention.
• Team Leadership and Development:
• Lead, mentor, and develop a team of Customer Success Partners (CSPs) to ensure high performance and professional growth.
• Set performance goals, monitor team metrics, and provide regular feedback and coaching.
• Foster a customer-focused culture within the team, encouraging proactive engagement and continuous improvement.
• Customer Relationship Management:
• Act as a strategic advisor for key customers, understanding their business goals and developing long-term plans to ensure they achieve maximum value.
• Oversee regular business reviews with customers, providing insights, performance metrics, and opportunities for product adoption and expansion.
• Manage escalations, addressing any customer concerns or challenges promptly to ensure positive resolutions.
• Increase customer satisfaction and NPS
• Cross-functional Collaboration:
• Partner with Sales, Delivery, and Support teams to address customer needs, share feedback, and advocate for new features or solutions.
• Work closely with marketing to create educational resources, success stories, and customer-centric content.
• Collaborate on product roadmap development to ensure alignment with customer needs and trends.
• Growth and Revenue Impact:
• Identify expansion opportunities within the customer base and drive upsells and cross-sells.
• Ensure renewals and minimize churn by proactively engaging with customers throughout their lifecycle.
• Develop and track account plans, aligning solutions and services to customers objectives for long-term growth.

Required Skills and Qualifications:

• Bachelor's degree in Business, Marketing, or a related field; MBA or equivalent is a plus.
• 10+ years in Customer Success, Account Management, or related field, with at least 3-5 years in a leadership role.
• Proven track record of building and managing high-performance teams.
• Strong strategic thinking and ability to influence at all levels of an organization.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software (e.g., Salesforce, Happsales), customer success platforms (e.g., Gain-sight), and data analysis tools.

Preferred Qualifications:

• Experience in SaaS or technology-focused industries.
• Strong project management and inter-personal skills and ability to manage multiple initiatives simultaneously.
• Ability to analyze data to track performance metrics, customer health, and insights.
• Knowledge of customer success methodologies and frameworks.