We are seeking a Director of Customer Success to lead and empower a dynamic Customer Success team. This role involves mentoring, relationship building, and working globally across our organization. The ideal candidate will have the ability to build and scale a team, attention to detail, a quest for clarity, and the vision to see the big picture within all moving parts. A passion for data and developing a high-performing team is essential.
How This Position Impacts Others:
Inspire Customer Success across the organization through team leadership and outstanding communication about customer priorities.
Drive a company-wide culture of Customer Success.
Align with the Sales team to enhance marketing and content strategies.
Partner with Sales to identify and drive cross-selling and up-selling opportunities.
Collaborate with Engineering and Delivery teams to ensure reporting and analytics meet customer needs.
Work with Finance and Sales for measurement and forecasting.
Communicate customer feedback broadly, including sharing empathy for customer issues.
Provide customer insights to drive product prioritization and roadmap development.
Responsibilities:
Refine and Optimize the Customer Journey:
Ensure accurate segmentation of all customers.
Clearly define Customer Success coverage teams for all customers.
Oversee the entire customer journey, including executive touch points, QBR deliveries, sentiment collection, and service adoption.
Drive standardization benchmarks for each customer segment.
Identify areas for improvement using automation, processes, or other technical advancements.
Drive Customer Success Outcomes:
Ensure all customers are converted from T&M to Fixed Contract fee structures.
Increase renewal rates.
Build a framework to measure client service quality to predict and reduce churn.
Grow revenue in existing accounts through identification of cross-selling and up-selling opportunities.
Directly influence future lifetime value through high service adoption, customer satisfaction, and overall Customer Satisfaction scores.
Help drive new business growth through greater customer advocacy and references.
Realize Value for Customers:
Be a leading source of knowledge regarding our products and services.
Ensure clear communication of customer expectations beginning at onboarding.
Ensure Customer Success Engineers have a deep understanding of customers’ objectives.
Leverage appropriate data-defined metrics and signals to manage each customer.
Drive customer feedback across the organization.
Mentor and Lead a World-Class Customer Success Team:
Define clear roles, responsibilities, and goals/incentive structures for all Customer Success staff.
Onboard new hires efficiently through structured processes.
Mentor and lead all client-facing roles to achieve the organization's vision.
Define and enforce appropriate customer communication, including meeting organization, agenda setting, follow-ups, and escalations.
Guide cross-functional teams to resolve key customer issues.
Identify areas for improvement using automation, processes, or other technical advancements.
Ensure appropriate training is provided to all employees.
Qualifications:
Prior experience in managing and scaling a business to $50M in recurring revenue.
Exceptional creative and critical thinking capabilities.
Ability to influence through persuasion, negotiation, and consensus building.
Strong empathy for customers paired with a passion for driving growth.
Deep understanding of value drivers in recurring revenue business models.
Analytical and data-driven mindset.
Demonstrated desire for continuous self-improvement and learning.
Enthusiastic and creative leader with the ability to inspire others.
Excellent communication and presentation skills.
Seniority level
Director
Employment type
Full-time
Job function
Business Development, Sales, and Strategy/Planning
Industries
Staffing and Recruiting, IT Services and IT Consulting, and Venture Capital and Private Equity Principals
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