Lead Customer Success Team to Growth
3 weeks ago
About EightSix Network
At EightSix Network, we're passionate about empowering our customers through innovative solutions and exceptional service. We believe in building lasting relationships based on trust, transparency, and a commitment to shared success.
The Challenge
As Director of Customer Success, you will lead a team of dedicated Customer Success Managers, driving operational excellence and managing the adoption and enablement of our solutions. Reporting directly to the Vice President, Customer Success, your focus is on delivering value to our customers, ensuring they achieve their defined business outcomes while aligning with EightSix Network's objectives.
Your Responsibilities
- Lead, mentor, and inspire a team of CSMs towards measurable business objectives through personalized coaching and proficiency-driven performance management.
- Ensure an exceptional customer experience by managing CSMs in client engagements, guaranteeing consistency and quality in delivering to our engagement model aligned with 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, aligning with each CSM's skill level, proficiency, and career development needs and goals.
- Identify and mitigate customer risk by leveraging our customer health scores, reports, and CS tools.
- Collaborate with CSMs and provide insights to leadership that accelerate customer journeys towards first-time value, driving adoption and expansion of the EightSix Network 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.
Your Profile
To excel in this role, you must possess the ability to see and develop the big picture, think innovatively, and help customers build creative strategies to implement our product successfully. You thrive in a multi-tasking, fast-paced environment, are proactive, and maintain an extremely professional demeanor.
Amongst other things, we will be requiring:
- 10+ years of end-to-end SaaS adoption experience.
- 8+ years of 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.
- Exceptional storytelling abilities, weaving 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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