Director, Customer Success Leader

1 week ago

Kitchener, Ontario, Canada Acceldata Inc Full time
About Acceldata Inc

Acceldata Inc is a leading provider of Enterprise Data Observability solutions. Our mission is to empower businesses to make data-driven decisions by providing real-time visibility into their data pipelines.

We are a team of innovators, thinkers, and doers who are passionate about helping our customers achieve their goals. Our solutions have been adopted by top global enterprises, including HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Zoominfo, GSK, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more.

Job Summary

We are seeking an experienced Director of Customer Success to join our team. As a key member of our leadership team, you will be responsible for driving customer success and growth across our customer base.

Key Responsibilities
  • Hire and Manage a High-Performing Team

Lead a team of customer success managers and technical support engineers to deliver exceptional customer experiences and drive business growth.

Develop and Execute Customer Success Strategies

Collaborate with cross-functional teams to develop and execute customer success strategies that drive customer adoption, retention, and growth.

Drive Customer Renewals and Upsell/Cross-Sell Opportunities

Identify and pursue opportunities to upsell and cross-sell our solutions to existing customers, driving revenue growth and customer satisfaction.

Develop and Maintain Customer Relationships

Build and maintain strong relationships with key customers, understanding their business needs and developing solutions to meet those needs.

Measure and Report Customer Success Metrics

Develop and track key customer success metrics, including customer satisfaction, retention, and growth rates.

Requirements
  • 5+ Years of Experience in Customer Success Management

Proven experience in customer success management, with a strong track record of driving customer growth and retention.

Experience in Managing Customer Expectations and Escalations

Ability to manage customer expectations and escalate issues effectively, ensuring high levels of customer satisfaction.

Strong Communication and Interpersonal Skills

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.

Ability to Juggle Multiple Responsibilities and Projects

Ability to prioritize multiple responsibilities and projects, managing competing demands and deadlines.

Experience with Budget and Headcount Planning

Experience with budget and headcount planning, with the ability to develop and manage budgets and headcounts effectively.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply.

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