Director, Client Success
Director, Client Success
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Salary Not Disclosed
1 Vacancy
Job Description
About Oversight
Oversight is the worlds leading provider of AIbased spend management and risk mitigation solutions for large enterprises. Based in Atlanta GA Oversight works with many of the worlds most innovative companies and government agencies to digitally transform their spend audit and financial control processes.Learn More.
Oversights AIpowered platform works across our customers financial systems to continuously monitor and analyze all spend transactions for fraud waste and misuse. With a consolidated consistent view of risk across their enterprise customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance.
Position Overview: Job Purpose
Oversight is looking for a dynamic and resultsdriven Director of Client Success to lead our Client Success team and drive longterm customer expansion retention and satisfaction. This role is ideal for a strategic experienced leader who thrives in a fastpaced highgrowth environment and is passionate about delivering exceptional value and service to clients.
As the Director of Client Success you will be responsible for helping create the vision and strategic direction for the Client Success organization ensuring alignment with overall Company goals and objectives. You will work closely with crossfunctional teams including Sales Product Marketing and Engineering to enhance the overall experience and ensure clients are receiving maximum value from Oversights solutions. This leadership role requires a blend of strategic thinking operational expertise and strong relationshipbuilding skills to deliver worldclass service to our customers.
Responsibilities and Expectations
Team Leadership and Development:
- Lead mentor and grow a highperforming goal oriented and results driven Client Success team.
- Establish refine and measure key performance metrics; provide timely constructive feedback sessions with team and individuals.
- Develop a 30/60/90 measurable employee onboarding and training program which outlines necessary skill sets required for CSM role.
- Align compensation plans for the team with the goal of encouraging productivity and performance and rewarding businessgoal achievement.
- Foster and guide team in progression along their career paths.
- Drive a culture of customercentricity collaboration and continuous improvement.
Client Lifecycle Management:
- Lead a comprehensive data and process driven client success strategy that aligns with driving value and growing our client base.
- Define implement and continually optimize the client journey for scalability and sustained growth.
- Identify and implement strategies to enhance the overall client experience at each stage of the client journey uncovering areas for improvement and optimization.
- Define metrics health scores and key performance indicators (KPIs) to measure and track success outcomes for each account the team and entire business aligning to gross and net retention goals.
Customer Engagement and Advocacy:
- Oversee initiatives to drive customer engagement satisfaction and retention including Client Advisory Board Executive Sponsor Program Client Roadshows.
- Identify and drive upsell and crosssell warm lead opportunities and collaborate with Sales to drive leads to closedwon status.
- Cultivate customer advocates by identifying success stories testimonials and references.
- Serve as the voice of the customer within the organization gathering feedback and advocating for customer needs with Product Engineering and other teams.
Customer Success Strategy and Innovation:
- Continuously refine and evolve the Client Success strategy to ensure alignment with the companys goals and drive continuous improvement.
- Drive innovation in tools team and process that enhance the client experience and drive efficiency and reduction of COGS within the department.
Strategic Account Management:
- Manage relationships with key accounts ensuring their unique needs are addressed.
- Collaborate with Sales Product and Client Services teams to develop account expansion strategies.
Data Analysis and Reporting:
- Analyze customer data to identify trends areas for improvement and growth opportunities.
- Prepare and present regular reports on customer success metrics to senior leadership.
Risk and Escalation Resolution:
- Proactively gather customer feedback and address issues to enhance customer satisfaction.
- Implement effective processes for identifying managing and mitigating Client Services and Product escalations.
Additional Qualifications
- Bachelors degree or higher required
- 8 years of experience in client success account management or a related customerfacing role with at least 3 years in a leadership position within a SaaS and B2B environment.
- Proven ability to lead motivate and scale a highperforming team setting direction and developing talent while delegating effectively.
- Passionate about delivering significant value for clients while maintaining an eye towards Company objectives.
- Experience with successfully implementing and maintaining Customer Success CRM (ClientSuccess Gainsight ChurnZero or other)
- Exceptional communication presentation and interpersonal skills with the ability to engage and influence stakeholders at all levels of the client organization.
- Strong ability to build collaborative relationships with clients and colleagues.
- Analytical mindset with the ability to interpret data and make datadriven decisions.
- Strategic thinking and problemsolving abilities.
- Extremely well organized and detailoriented with the ability to manage multiple priorities.
- Ability to thrive in a fastpaced dynamic environment.
- Goal oriented and results driven.
- Up to 25% travel is required.
Required Experience:
Director
Employment Type
Full Time
