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Senior Customer Success Director
2 months ago
We are seeking a highly skilled Senior Customer Success Manager to join our team at CoLab. As a key member of our customer success organization, you will be responsible for driving long-term client satisfaction and growth.
Key Responsibilities- Customer Success: Provide exceptional customer experience to a diverse list of accounts, primarily teams within large enterprise organizations.
- Product Expertise: Understand our product deeply in order to provide innovative solutions to solve complex customer problems using CoLab's Software.
- Relationship Building: Build trusting and open relationships with new and existing customers to help realize business goals.
- Onboarding Support: Work with the Senior Onboarding Project Manager to support the onboarding of new customers.
- Upsell and Cross-sell: Champion upsells and cross-sells, facilitate and lead renewals, and assist the sales team in expansion opportunities.
- Churn Mitigation: Identify and mitigate churn risks.
- Advocacy: Drive advocacy through referrals, testimonials, case studies and more.
- Value-driven Conversations: Facilitate value-driven conversations with all levels of stakeholders throughout key touchpoints.
- Customer Feedback: Be the voice of the customer; lobby for resources where necessary and relay important product feedback to the product team.
- Experience: Demonstrated experience in a senior customer success or account management role, preferably in a SaaS environment.
- Industry Knowledge: Industry knowledge; engineering background preferred.
- Account Management: Experience managing large mid-market and/or enterprise accounts.
- Communication Skills: Proven ability to interact with and drive projects at C-level, VP, and Director client levels, collaborate with customers, and to set and manage expectations.
- Problem-solving: Ability to dig deep during conversations and use product with customers.
- Relationship Building: Ability to build strong relationships with a diverse range of customers.
- Technical Knowledge: Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions.
- Interpersonal Skills: Exceptional interpersonal skills with a broad range of external and internal teams.
- Communication: Ability to communicate effectively via phone, web conference, and in writing.
- Adaptability: Ability to thrive in a highly ambiguous environment - startup experience is a major plus.
- Organization: Strong organization and presentation skills.
- Software Skills: Ability to use Salesforce, Zendesk, Google Suite and other software applications.
