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Director of Customer Success

 

Description

We are looking for a Director of Customer Success to join our growing team. This is a unique opportunity to work with marketing analytics technology, lead a team of Customer Success Managers, drive growth through continuous improvement efforts and processes that promotes an increase in net retention.

Responsibilities

  • Proven track record in driving improved retention rates
  • Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through net retention improvements
  • Manage, support and lead a team of high-performing Customer Success Managers
  • Drive customer success through initial onboarding, adoption and retention
  • Achieve high-levels of client satisfaction and loyalty by understanding each business’ unique (and evolving) needs, delivering value and consistently exceeding expectations
  • Develop and regularly report on customer success KPIs that measure implementation, product adoption, client satisfaction and retention improvements
  • Collaborate cross-team with Sales, Marketing and Product to streamline workflows and create a seamless client experience
  • Improve and advocate for a world class client experience by identifying opportunities to enhance our product and service features
  • Proven past experience setting up internal department metrics that lead to higher retention
  • Processes and measures that set up an ideal CSM workday and the ability to track compliance and effectiveness

Skills and Qualifications

  • BA/BS degree or equivalent work experience
  • 5+ years of account management leadership in a B2B SaaS environment
  • Excellent communicator via Zoom, on the phone and through email
  • A background in Marketing
  • Strategic thinker with the ability to think and respond quickly in front of customers
  • Strong organizational skills with keen attention to details
  • Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
  • Experience working with cross functional teams
  • Primary Core Value: working as part of a team for the greater good of clients and our company
  • Innate passion for serving clients, teammates and leveraging processes and technologies that serve them
  • UserIQ or similar platform retention tool experience is a plus

Apply Here: https://www.haystackpro.com/job/613b5b566e74e/613b5d429d619

 

Sound like you? Apply Today.