Our business is in full scale mode, and we are looking for a Senior Director of Customer Success to help us build out our CS offering, process, and team. This is an opportunity for someone who wants to make a real impact in customers’ lives, and is ready to embrace an expansive view of success, covering everything from pre-sales activities to rollout, and driving end-user engagement. It’s an incredible team and we’re building something special here.
Watch: Career Advice
Define and optimize the new customer experience
Create an amazing sales > customer transition experience
Refine rollout process and drive ongoing engagement with learning
Create and execute account plans to expand beyond initial footprint
Design the Success organization for scale
Refine customer tiers and differentiated experience for each tier
Structure the organization to deliver that experience
Build our tech stack and capability to measure and manage the business
Expand and Develop the team
Hire amazing people
Coach, mentor and inspire them
Prepare them for other leadership roles in the organization
Deliver High-Impact Customer outcomes
Design and execute an engagement strategy that continuously brings end users to and back to the platform
Work with customers to understand and deliver on corporate learning objectives
Hit Renewal and Upsell goals
Build relationships across our customer base, personally driving key accounts
Implement account management strategy across the team to drive adoption beyond initial scope
Drive the customer perspective across the organization
Be the voice of the customer as we set our strategic roadmap
Partner with customers to deliver references and case studies
Partner with our operations and support teams to continually improve the customer experience
About you:
You’re an organization builder and a doer.
You understand metrics, can build a business around them, live and breathe NPS, but also know an emotional level what drives it for your customers and how it affects our business
You roll up your sleeves and get into the details of the business and and help manage customer accounts, and drive the business to hit our goals
You know how to hire great talent and develop them into next gen leaders for the company
You read Customer Success Blogs for fun, love the Gainsight Pulse conference and want to go to SaaStr next year
You have at least 8 years of relevant SaaS experience, seen Customer Success operate at scale, but have also had a hand in building the function at smaller organizations
Send To A Friend
Posts
