Customer Success Director
6 days ago
About the Role
As a seasoned Customer Success Director at EightSix Network, you will lead a team of dedicated professionals 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
Your primary objective is to deliver value to our customers, aligned with successfully meeting their defined business outcomes while maintaining a balance with EightSix Network's business objectives. Some priorities include:
- Lead, mentor, and inspire a team of CSMs towards measurable business objectives with personalized coaching and performance management.
- Ensure an exceptional customer experience by managing CSMs in client engagements, ensuring 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, aligned with 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 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.
About You
To be successful in this role, you must have the ability to see and develop the big picture, think of innovative ways to get the job done, and help your customers build creative strategies to implement our product successfully. We require someone who thrives in a multi-tasking, fast-paced environment and culture, is proactive, and extremely professional. 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.
- A 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.
- A strong understanding of SaaS business models, customer lifecycle management, and retention strategies.
What We Offer
We estimate the salary for this position to be around $150,000 per year, depending on location and experience. This includes a competitive package of benefits, including medical, dental, and vision insurance, 401(k) matching, paid time off, and opportunities for professional growth and development.
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