Director - Customer Success"

Job Title: Director, Customer Success

The Director, Customer Success will lead a team dedicated to ensuring that our customers achieve their desired outcomes and maximize the value of our solutions. This role is focused on deepening customer relationships, driving adoption, and delivering an exceptional customer experience, ultimately ensuring customer satisfaction, retention, and growth. You will collaborate across functions to deliver strategic account management, and develop tailored solutions that align with client needs and our company, objectives.

Key Responsibilities:

• Customer Success Strategy :
  
  • Develop and implement a customer success strategy that aligns with company goals.
    
  • Define and monitor key performance indicators (KPIs) to measure the success of the customer success program.
    
  • Drive initiatives focused on improving customer health, engagement, and retention.
    
  • Team Leadership and Development :
    
    • Lead, mentor, and develop a team of Customer Success Partners (CSPs) to ensure high performance and professional growth.
      
    • Set performance goals, monitor team metrics, and provide regular feedback and coaching.
      
    • Foster a customer-focused culture within the team, encouraging proactive engagement and continuous improvement.
      
    • Customer Relationship Management :
      
      • Act as a strategic advisor for key customers, understanding their business goals and developing long-term plans to ensure they achieve maximum value.
        
      • Oversee regular business reviews with customers, providing insights, performance metrics, and opportunities for product adoption and expansion.
        
      • Manage escalations, addressing any customer concerns or challenges promptly to ensure positive resolutions.
        
      • Increase customer satisfaction and NPS
        
      • Cross-functional Collaboration :
        
        • Partner with Sales, Delivery, and Support teams to address customer needs, share feedback, and advocate for new features or solutions.
          
        • Work closely with marketing to create educational resources, success stories, and customer-centric content.
          
        • Collaborate on product roadmap development to ensure alignment with customer needs and trends.
          
        • Growth and Revenue Impact :
          
          • Identify expansion opportunities within the customer base and drive upsells and cross-sells.
            
          • Ensure renewals and minimize churn by proactively engaging with customers throughout their lifecycle.
            
          • Develop and track account plans, aligning solutions and services to customers objectives for long-term growth.
            

            Required Skills and Qualifications:
            

            • Bachelordegree in Business, Marketing, or a related field; MBA or equivalent is a plus.
              
            • 10+ years in Customer Success, Account Management, or related field, with at least 3-5 years in a leadership role.
              
            • Proven track record of building and managing high-performance teams.
              
            • Strong strategic thinking and ability to influence at all levels of an organization.
              
            • Excellent communication, interpersonal, and problem-solving skills.
              
            • Proficiency in CRM software (e.g., Salesforce, Happsales), customer success platforms (e.g., Gain-sight), and data analysis tools.
              

              Preferred Qualifications:
              

              • Experience in SaaS or technology-focused industries.
                
              • Strong project management and inter-personal skills and ability to manage multiple initiatives simultaneously.
                
              • Ability to analyze data to track performance metrics, customer health, and insights.
                
              • Knowledge of customer success methodologies and frameworks.