Director of Customer Success- 2428875

We are seeking a Director of Customer Success to lead and empower a dynamic Customer Success team. This role involves mentoring, relationship building, and working globally across our organization. The ideal candidate will have the ability to build and scale a team, attention to detail, a quest for clarity, and the vision to see the big picture within all moving parts. A passion for data and developing a high-performing team is essential.

How This Position Impacts Others:

• Inspire Customer Success across the organization through team leadership and outstanding communication about customer priorities.
• Drive a company-wide culture of Customer Success.
• Align with the Sales team to enhance marketing and content strategies.
• Partner with Sales to identify and drive cross-selling and up-selling opportunities.
• Collaborate with Engineering and Delivery teams to ensure reporting and analytics meet customer needs.
• Work with Finance and Sales for measurement and forecasting.
• Communicate customer feedback broadly, including sharing empathy for customer issues.
• Provide customer insights to drive product prioritization and roadmap development.

Responsibilities:

Refine and Optimize the Customer Journey:

• Ensure accurate segmentation of all customers.
• Clearly define Customer Success coverage teams for all customers.
• Oversee the entire customer journey, including executive touch points, QBR deliveries, sentiment collection, and service adoption.
• Drive standardization benchmarks for each customer segment.
• Identify areas for improvement using automation, processes, or other technical advancements.

Drive Customer Success Outcomes:

• Ensure all customers are converted from T&M to Fixed Contract fee structures.
• Increase renewal rates.
• Build a framework to measure client service quality to predict and reduce churn.
• Grow revenue in existing accounts through identification of cross-selling and up-selling opportunities.
• Directly influence future lifetime value through high service adoption, customer satisfaction, and overall Customer Satisfaction scores.
• Help drive new business growth through greater customer advocacy and references.

Realize Value for Customers:

• Be a leading source of knowledge regarding our products and services.
• Ensure clear communication of customer expectations beginning at onboarding.
• Ensure Customer Success Engineers have a deep understanding of customers’ objectives.
• Leverage appropriate data-defined metrics and signals to manage each customer.
• Drive customer feedback across the organization.

Mentor and Lead a World-Class Customer Success Team:

• Define clear roles, responsibilities, and goals/incentive structures for all Customer Success staff.
• Onboard new hires efficiently through structured processes.
• Mentor and lead all client-facing roles to achieve the organization's vision.
• Define and enforce appropriate customer communication, including meeting organization, agenda setting, follow-ups, and escalations.
• Guide cross-functional teams to resolve key customer issues.
• Identify areas for improvement using automation, processes, or other technical advancements.
• Ensure appropriate training is provided to all employees.

Qualifications:

• Prior experience in managing and scaling a business to $50M in recurring revenue.
• Exceptional creative and critical thinking capabilities.
• Ability to influence through persuasion, negotiation, and consensus building.
• Strong empathy for customers paired with a passion for driving growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and data-driven mindset.
• Demonstrated desire for continuous self-improvement and learning.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.