Director of Customer Support and Success

**About Us**:
Orchestry Software is a pioneering SaaS company in the Microsoft 365 space, committed to simplifying and enhancing workplace productivity through cutting-edge solutions. Our comprehensive platform leverages automation, workspace templates, and intelligent recommendations to drive workspace standardization, governance, reporting, archiving, and guest management. We empower organizations to streamline their processes and achieve greater efficiency and effectiveness.

We are seeking a strategic and results-oriented Director of Customer Support and Success to join our leadership team. In this role, you will be responsible for driving customer satisfaction, retention, and growth by developing and executing strategies that align with our business goals. You will lead a team of customer success and support professionals, fostering a customer-centric culture and ensuring that our clients receive exceptional value from our solutions. Additionally, you will be responsible for customer retention and renewals, managing the support team, and overseeing the response to customer tickets.

**Key Responsibilities**:

- Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, loyalty, and retention.
- Lead, mentor, and grow the customer success team, providing guidance and support to ensure high performance and professional development.
- Manage a team of support members, ensuring timely and effective responses to customer tickets and issues.
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and point of escalation.
- Collaborate with cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
- Monitor and analyze customer success metrics, providing regular reports and insights to the executive team.
- Drive customer engagement and adoption of Orchestry's solutions through proactive outreach, training, and support.
- Identify opportunities for upselling and cross-selling to existing customers, contributing to revenue growth.
- Develop and implement processes and best practices to improve the efficiency and effectiveness of the customer success and support teams.
- Oversee customer retention and renewal processes, ensuring high renewal rates and long-term customer relationships.
- Represent the voice of the customer within the organization, advocating for customer needs and feedback in product development and strategic planning.

**Requirements**:

- Proven experience in a customer success leadership role, specifically in the software or SaaS industry.
- Strong track record of driving customer satisfaction, retention, and growth.
- Excellent leadership and team management skills, with the ability to inspire and motivate a remote team.
- Experience managing support teams and overseeing the response to customer tickets.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Analytical mindset with the ability to leverage data to drive decisions and improve performance.
- Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.
- Experience with customer success tools and CRM systems.
- Ability to work independently and thrive in a fast-paced, dynamic environment.

**Why Join Us**:

- Opportunity to play a key role in a growing and innovative company.
- Collaborative and inclusive company culture.
- Flexible remote work environment.
- Competitive salary and benefits package.
- Opportunities for professional growth and advancement.