Director of Customer Success
6 days ago
About the Role
The Director of Customer Success at EightSix Network will lead a team of dedicated Customer Success Managers, driving operational excellence and managing the adoption and enablement of our solution. This role requires 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 measurable business objectives with personalized coaching and 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 the Coveo 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.
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.
About You
You are an exceptional storyteller with 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.
What We Offer
We have a dynamic and fast-paced environment that requires proactive and extremely professional individuals. If you have a strong understanding of SaaS business models, customer lifecycle management, and retention strategies, and are an exceptional storyteller, we encourage you to apply.
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