Director of Customer Success- Pakistan
Director of Customer Success- Pakistan
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Job Description
D engage was founded and is led by MarTech SaaS veterans who have decades of experience growing multiple SaaS companies from the ground up. We are looking for a Director Customer Success who will be responsible for retaining and growing existing customers by building a value based relationship with them.
As the Director of Customer Success you will play a pivotal role in our leadership team combining your expertise in customer success with a strong background in sales. Your primary responsibility will be to ensure customer satisfaction and loyalty while identifying opportunities for growth and sales. You will lead a dynamic team of customer success professionals fostering strong relationships with our clients and contributing to our revenue growth through upselling and crossselling initiatives.
What You ll Be Doing
- Customer Success Management: Develop and implement strategies to increase product adoption customer loyalty and retention and enhance customer satisfaction while actively setting and contributing to churn reduction tactics.
- Strategic Planning: Align customer success strategies with overall business goals contributing to revenue growth and customer base expansion.
- Team Leadership and Development: Recruit mentor and manage a customer success team promoting a culture of excellence and continuous improvement.
- Sales Integration: Utilize your sales experience to identify and capitalize on upselling and crossselling opportunities within the existing customer base.
- CrossFunctional Collaboration: Work closely with sales marketing and product to create and optimize the upsell and crosssell strategies deployed by the CS team.
- Customer Relationship Management: Coach CS team to establish and maintain strong relationships with key clients understanding their needs and ensuring they receive exceptional service.
- Analytics and Feedback: Utilize data and customer feedback to improve service delivery customer engagement and satisfaction levels.
- Process Optimization: Continuously review and optimize customer success processes and practices for efficiency and effectiveness.
- Compensation: Draft implement and optimize compensation plan for the CS team with the goal of encouraging productivity and performance and rewarding customergoal and businessgoal achievement.
- Reporting and Communication: Regularly report on customer success metrics and insights to the leadership team informing strategic decisions.
Requirements
- Proven experience in customer success with a background in sales preferably in a SaaS or technologyrelated industry.
- Minimum of 7 to 10 years of relevant technical experience with at least 3 years in a managerial / leadership role.
- Excellent interpersonal and relationshipbuilding skills with a customerfirst mindset.
- Strong analytical abilities and experience using data to inform decisions and strategies.
- Proven track record of achieving or exceeding retention and sales targets.
- Exceptional communication and team management skills.
- Bachelors degree in Business Marketing or a related field; a Masters degree is a plus.
Benefits
- Competitive salary package.
- Opportunity to work with a talented and dedicated multinational team.
- Remote work options.
- Professional development opportunities.
- Collaborative and inclusive company culture.
- Diversity and Inclusive Culture.
Employment Type
Full Time
