Senior Director, Customer Success

The Senior Director of Customer Success Implementations is responsible for leading and scaling the organizations customer-facing teams ensuring seamless new customer implementations successful implementations for upsells of significant new solutions and delivering exceptional education training and managed services. This role will oversee Professional Services Implementations and post-sales operations driving customer satisfaction retention and long-term everything we do for customers the key focus is the retention and growth of every customer who engages with services delivered by this Responsibilities:Customer Implementations:Oversee the forecasting planning execution and successful delivery of all new customer implementations and significant solution best practices and frameworks to ensure timely and efficient rollouts with a strong focus on customer cross-functionally with sales product and engineering teams to address customer requirements and align implementation plans with business & Training:Develop and execute a comprehensive education and training strategy to empower customers with the knowledge and skills required to maximize their use of training programs are scalable effective and aligned with customer needs and industry various training methodologies including in-person virtual and self-paced learning Services:Lead the Managed Services team in providing high-quality proactive support to ensure customer success and metrics and KPIs to track performance optimize processes and enhance service opportunities to expand managed service offerings to drive additional value for Services:Define and implement strategies to expand and enhance professional services offerings ensuring alignment with customer goals and business the team responsible for consulting customization and specialized implementations tailored to customer repeatable processes and methodologies to deliver high-quality services Excellence & Metrics:Establish key performance indicators (KPIs) to measure customer success across all data-driven insights to optimize processes improve customer satisfaction and ensure team refine customer success playbooks and methodologies for scalability and on Customer Retention and GrowthDevelop and execute strategies to retain and expand the customer base focusing on customer satisfaction product adoption loyalty and upsell with account management and sales teams to identify growth opportunities within the customer customer health metrics and implement action plans to proactively address risks or churn related to the services delivered by this :Bachelors degree in Business Engineering or related field.10 years of experience in customer success professional services or a related field with at least 5 years in a leadership track record of leading customer-facing teams and driving successful implementation training and managed services strategic mindset with the ability to influence cross-functional stakeholders and drive organizational leadership communication and interpersonal in management consulting enterprise software SaaS or technology-driven solutions Competencies:Customer-Centric MindsetStrategic Thinking and ExecutionTeam Leadership and DevelopmentStrong Analytical and Problem-Solving SkillsExcellent Communication and Negotiation SkillsProject Management Expertise