Director - Customer Success - Zignal Labs - San Francisco

Job description
As the Director of Customer Success, you will be tasked with building and leading our customer success team, and also help drive various customer success initiatives, projects and strategies. The right candidate is passionate about customer advocacy and has a proven track record. This position will be reporting directly to the CEO and is an exciting opportunity to influence our enterprise customers and directly impact Zignal Labs’s success!


What You Will Be Doing:
Define a Customer Success Playbook in partnership with Business Operations and the Sales team, and continue to refine approaches in line with Zignal Labs’s growing customer base (e.g., by client vertical, product maturity, business objective, budget, and competitive positioning)
Educate Zignal Labs and client stakeholders as to the effective use and evaluation of best practice strategies to maximize impact across our sales teams and client base
Manage post-sales process with clients including onboarding, requirements gathering, training, building solutions, training, go-live, maintenance and follow ups for enterprise clients
Provide an exceptional client experience in all interactions
Develop a framework for performance measurement, that validates the benefits of new strategies or improves upon existing ones

Desired Skills and Experience
8+ years experience in a client facing / relationship management role (ideally in a technology environment)
3+ years prior experience effectively building and managing a small team of direct reports strongly preferred.
Strong customer sense, with experience serving as a trusted, strategic consultant or advisor to enterprise clients
Strong analytics background, with a track record of effectively defining KPI’s, the testing and measurement framework, and the client engagement process to drive best practices.
Excellent verbal and written communications skills to express complex and analytical concepts with clarity to a variety of audiences.
Experience working for a startup or similar type of environment (must thrive working in a fast-paced environment with limited resources and are still able to get things done with changing needs and requirements)
Proven experience in driving the adoption and sales of SaaS products, especially for enterprise customers
Expert knowledge of SaaS based companies and success metrics
Nice to Haves:
Knowledge of online/social media analytics or big data software
Experience with Salesforce/CRM platforms and JIRA/Incident Management tools
Other Perks and Benefits:
Free lunches three days a week
Commuting benefits
100% of Health, Dental, and Vision coverage for Zignal Labs employees
Our office is located in Jackson Square just blocks away from BART

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!