Customer Success Director

Job Title: Customer Success Director

Reports to: VP of Customer Success

Location: Remote but must be within a 1-hour flight or high-speed train to NYC

Benefits

• 4 weeks of vacation per year, goes up to 5 weeks after 2 years
• 5 sick days
• 2 volunteer days
• 3 professional development days
• 12 US holidays
• 3% match on the 401k, goes up to 4% after two years, no vest
• Medical, dental and vision through Aetna - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
• FSAs, HSA (with one medical plan), supplemental insurances
• $30/month cell phone reimbursement
• $200 equipment stipend every two years
• Pre-tax commuter benefits to those based out of NYC office

Growth is thrilled to announce our exclusive partnership with QA USA, a leader in addressing the skills and talent needs of the Fortune 500. QA is revolutionizing the way these organizations transform, leveraging a tech-enabled approach to develop their people and drive real business outcomes.

QA’s philosophy is simple yet powerful: true change happens when you bring people along for the journey. They believe that it’s people who transform businesses, not the other way around.

QA has already made significant strides by acquiring Cloud Academy, a powerful tech learning platform, and Circus Street, a world-class marketing content brand. These acquisitions have been integrated into a single, cohesive platform. But they are not stopping there. They are now enhancing this platform with additional collaborative learning modalities, designed to propel technology, engineering, leadership, sales, and marketing teams into the future of work. In the coming months, clients can look forward to an even richer learning experience, featuring instructor-led and self-paced learning, as well as multi-modal, engaging, and collaborative educational opportunities—all unified on one cutting-edge platform.

Role Overview:

We are seeking a dynamic Director of Customer Success to coach and manage a team of 5-6 CSMs, encompassing Customer Enablement, CSMs, and Senior CSMs (Low, Mid & High Touch). Your mission will be to deliver outstanding customer outcomes through strategic storytelling with data, building business cases, and multi-threading to drive consumption and growth. Ultimately, you will aim for best-in-class retention, adoption, and expansion results.

The Director of Customer Success will embed themselves in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI.

You will be responsible for helping CSMs setting up curriculums and programs with these clients, so need to have a curiosity and interest in our content, product offerings and how these solve for client needs. You should be able to define and communicate clients’ digital skills gaps and training goals and act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide.

You will also need to demonstrate that you can lead on program design to ensure high engagement rates of our products and content, to drive value and success. You will need to demonstrate an analytical and creative mindset to finding solutions that drive success and high engagement rates across our client base.

Responsibilities:

• Team Development: Coach and develop team members, setting strategies, goals, and objectives to enhance their skills and support career growth.
• Strategic Implementation: Tailor strategies by customer segment to ensure successful onboarding, adoption, retention, renewal, and expansion of your team’s portfolio.
• Continuous Improvement: Identify opportunities for continuous improvement and critical interventions in the customer journey.
• Key Metrics: Achieve important metrics, including gross retention, net retention, NPS, and customer health scores.
• Customer Value Assessment: Understand and assess customers’ business value drivers, success criteria, and KPIs to deliver success and validate ROI across your team’s portfolio.
• Executive Business Reviews: Maintain a regular cadence of Executive Business Reviews to track progress toward business objectives.
• Cross-Functional Alignment: Build trustful relationships with peers across Sales, Services, Product, Alliances, and Support to ensure alignment at scale.
• Account Strategies: Collaborate with Sales to develop and execute account plans and strategies to deliver value and identify upsell/cross-sell opportunities.
• Product Insights: Work closely with Product and Content teams to share customer insights that inform future product developments and enhance customer success.
• Customer Advocacy: Provide input to Customer Marketing on communication needs and partner on customer case studies and advocacy activities.
• Inspire Culture: Drive a company-wide culture of Customer Success, fostering teamwork, collaboration, and customer advocacy.
• Financial Management: Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.
• Curiosity & Learning: Demonstrable proof of recent learning (e.g., vendor certification, university course). Analytical with a data-driven mindset.

Requirements:

• Experience: Over 10 years in Customer Success, Client Management, or Account Management, specifically with Fortune 500 companies, including at least 5 years in a leadership role.
• Commercial Background: Proven experience within a SaaS company featuring complex platforms or solutions (e.g., Oracle, SAP, BMC, SFDC), or experience working for a top consulting firm (KPMG, Deloitte, EY, etc.) or in Managed Services.
• Leadership: Proven track record of leading high-achieving CSM teams adept at:
• Consultative and value-based sales techniques
• Strategic storytelling with data
• Building business case studies
• Multi-threading to create mutual success plans
• Driving product adoption and value realization
• High Expectations: Ability to set high expectations and drive operational activities to meet targets.
• Technical Communication: Ability to engage with customers' technical teams and a passion for cloud technologies and software.
• Data-Driven: Strong focus on data to improve team performance and build business cases and mutual success plans with clients.
• Customer Advocacy: Strong customer advocate, able to build relationships with C-level and VP stakeholders.
• Agility: Ability to move quickly, iterate, and lead from the front.
• Servant Leadership: While being a servant leader, you are also vocal with your ideas and actively engage with accounts, having a solid understanding of the post-sales world.
• Communication Skills: Exceptional verbal and written communication skills.
• E-Learning Experience: Experience in e-learning is a plus but not mandatory.
• Software Knowledge: Familiarity with Salesforce and ChurnZero or similar software preferred.

Diversity & Inclusion

We pride ourselves on being an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. We ensure that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, socio-economic background, neuro-diversity, education, or any other basis prohibited by applicable law.