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Customer Success Director

2 weeks ago

Toronto, Ontario, Canada Shakudo Full time

About Shakudo:

As a leader in the AI and data infrastructure space, we create a seamless experience for our customers by providing a compatible operating system that integrates best-of-breed data tools.

About the Role:

We're seeking a highly skilled professional to lead and scale our Professional Services and Customer Success Operations, ensuring enterprise clients receive expert guidance from onboarding to expansion. This role will focus on driving customer adoption, retention, optimizing service delivery, and ensuring that Shakudo's customers achieve operational excellence with our platform.

Key Responsibilities:

  1. Professional Services:
    1. Develop and implement a strategy to lead and scale Shakudo's Professional Services function, ensuring enterprise customers receive high-value support, implementation guidance, and best practices.
    2. Design and execute a plan to develop a framework for expanding professional services offerings, including customer training, workshops, strategic advisory, and implementation support.
    3. Serve as a trusted advisor to enterprise clients, guiding them through complex AI adoption journeys and ensuring they maximize their investment in Shakudo.
  2. Customer Success Operations:
    1. Collaborate with business executives and key stakeholders to align Shakudo's offerings with their strategic goals, demonstrating ROI and value realization.
    2. Track customer health metrics and identify opportunities for upselling and expansion, working closely with Sales to drive additional value for clients.
    3. Develop and implement customized success plans for enterprise clients, ensuring they achieve measurable business outcomes with Shakudo's platform.