Director, Customer Success
1 week ago
About the Role
The Director, Customer Success will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will drive operational excellence, and manage the adoption and enablement of our solution. Your focus is on delivering value to our customers, aligned to successfully meeting their defined business outcomes, while maintaining a balance with our business objectives.
Key Responsibilities
- Lead, mentor and inspire a team of CSMs towards our measurable business objectives with personalized coaching and proficiency-driven performance management.
- Ensure an exceptional customer experience, managing CSMs in client engagements to ensure consistency and quality in delivering to our engagement model, aligned to customer segmentation.
- Participate in the recruitment of new candidates and onboard/train new team members.
- Lead the team's skill development through weekly coaching, active listening, and direct feedback, aligned to your CSMs skill level, proficiency, and career development needs and goals.
- Identify and mitigate customer risk, leveraging our customer health scores, reports, and CS tools.
- Collaborate with CSMs and provide insight to leadership that accelerates customer journeys towards first-time value, and drives adoption and expansion of our solution.
- Ensure consistent use of our tech stack by all team members, validating that we are collecting clear and reliable data, that can be analyzed and drive action.
- Bring forth new ideas, tools, and mechanisms to evolve and operationalize our vision and enable professional growth.
About You
To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully. You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive, and extremely professional.
Requirements
- 10+ years of end-to-end SaaS adoption experience.
- 8+ years progressive experience in a people management role, leading a team of CSMs and supporting enterprise customers.
- Proven track record of managing and scaling customer success teams delivering outcome-based value to complex and sophisticated enterprise clients.
- Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams.
- Strong understanding of SaaS business models, customer lifecycle management, and retention strategies.
- You are an exceptional storyteller and have the ability to weave raw data and complex insights into compelling and actionable growth strategies to drive value for our customers.
- A strong influencer, with the ability to influence roadmap priorities and product development with customer insights and feedback.
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