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Director of Customer Success
4 months ago
About ACTO
ACTO is a leading SaaS company specializing in innovative solutions for the Life Sciences industry. Our mission is to empower organizations with cutting-edge technology to drive efficiency and success.
Position Summary
Key Responsibilities
- KPI Achievement:
- Drive the team to meet or exceed established KPIs, including Gross Retention, Net Revenue Retention, and Adoption (which are at or above industry standards)
- Analyze customer data to identify trends and opportunities for improvement.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Customer Success Operations:
- Develop and implement effective customer success processes and methodologies.
- Oversee customer onboarding, training, and support programs.
- Manage customer success operations, including reporting, analytics, and data management.
- Contracting & Renewals
- Work with existing customers for on-time renewal of ACTO within their organization
- In some cases, create contract utilizing ACTO or customer templates
- Assist CCO/CRO with forecasting and modeling for contracts including ELA and multi-year contract approaches
- Team Leadership:
- Recruit, hire, and develop a high-performing team of customer success managers.
- Provide mentorship, coaching, and guidance to foster professional growth and development.
- Conduct regular performance reviews and goal-setting discussions with CSMs.
- Ensure the team is equipped with the necessary tools, resources, and training to excel in their roles.
- Strategic Planning & Business Reviews:
- Collaborate with leadership to develop and execute strategic plans for customer success.
- Lead, co-lead, and attend business reviews (sometimes on-site) with customers to ensure customer satisfaction with our platform and services
- Identify growth opportunities and drive upsell initiatives.
- Contribute to the development of the company's overall business strategy.
- Product Alignment:
- Work closely with the product team to ensure alignment between customer needs and product features.
- Participate in feature discovery and product planning processes.
- Provide feedback on product enhancements and new feature ideas.
- Customer Relationship Management:
- Build and maintain strong relationships with key customer stakeholders.
- Proactively address customer concerns and issues.
- Advocate for customer needs within the organization.
**Qualifications**:
- Bachelor's degree or equivalent experience.
- Minimum 5 years of experience in customer success or the Life Sciences industry.
- Proven track record of leading and managing customer success teams.
- Strong understanding of SaaS metrics and KPIs.
- Excellent communication and interpersonal skills.
- Ability to build and maintain strong relationships with customers and internal stakeholders.
- Strong analytical and problem-solving skills.
- Experience with CRM and customer success management tools.
Additional Responsibilities
- Conduct regular adoption metric scrubbing and reporting for the leadership team.
- Prepare and deliver status updates and reports related to retention and customer success initiatives.
- Participate in business reviews and strategic planning sessions.
- Collaborate with the product team on feature requests, product acceptance criteria, and feature discovery.
- Maintain CSM agendas, notes, and materials for adoption and capability decks.
**Time Management**:
The Director of Customer Success will allocate their time effectively to balance team leadership, customer engagement, strategic planning, and operational tasks.
