Director of Customer Success
Director of Customer Success
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Job Description
Summary of Job:
As Director of Customer Success you will oversee a team of Customer Success Managers and Specialists and will report to the VP of Revenue Operations. The Director of Customer Success will serve as a leader and advocate for the Success team and will provide expert-level guidance and instruction in the areas of onboarding product adoption customer training implementation customer retention support and escalations. You will have a deep understanding of our customers needs and identify ways our products can integrate into their day-to-day workflow.
Description of Job Duties:
- Manage the day-to-day operations goal setting performance management and growth of a team of Customer Success Managers and Specialists
- Deliver exceptional customer experiences with proactive communication applying the right internal resources and effectively using our customer engagement model to meet business goals
- Quantify and define the business value generated by the customers use of our products at present and full potential
- Apply creative and strategic problem solving to provide best practices and innovative solutions that drive user adoption
- Conduct proactive account reviews to drive positive customer outcomes
- Build strong relationships with our customers to identify specific metrics of success tracking and demonstrating progress on an ongoing basis
- Assist with issue escalations as needed and manage the escalation through resolution
- Track accounts to identify churn risk and work to mitigate that risk
- Develop training documentation to help the Success team achieve retention benchmarks and deliver long-lasting ROI to our customers
- Represent the voice of the customer internally with leadership to provide input into every core product marketing and sales process
- Other duties as assigned
Required Education Experience and Special Skills:
- 5 years experience in Customer Success Account Management or transferable experience (preferably for a B2B SaaS organization)
- Salesforce Experience in using tasks/reporting/accounts/assets
- You have a track record of delivering value to customers and managing customers through software deployment driving adoption growth and retention
- Excellent verbal and written communication skills
- Communicate to customers through phone calls/Video calls from escalations
- Ability to support team during non-business hours for critical customer issues
- Demonstrated organizational skills proven ability to complete long-term goals and handle critical tasks and issues at the same time
- Passion for the growth development and success of a broader team
- Adaptable with the ability to learn new technologies assess situations quickly and look for smarter better ways to achieve goals
- Ability to work collaboratively and cooperatively in a team environment
- Experience negotiating and navigating renewals and churn conversations
Preferred Skills or Experience:
- 7 years experience in managing Customer Success teams preferred.
- 5 Years of Salesforce experience is strongly preferred.
- Jira Experience.
Required Experience:
Senior Manager
Employment Type
Full-Time
