Senior Director, Customer Success

Level Access is a leading accessibility solutions provider, dedicated to ensuring digital equality for all individuals. We are seeking a highly energetic and motivated leader in Customer Success to join our dynamic Customer Experience team!

As Director of Customer Success at Level Access, you will be responsible for leading a team of Enterprise Customer Success Managers (CSM’s) to ensure customers recognize success by achieving their desired outcomes while using our products and services. You will also have the opportunity to help build the evolution of methodology and materials to continue to evolve with the business. The role focuses on customer satisfaction, retention, reducing churn, driving high adoption of products and services, fostering strong relationships, identifying growth opportunities and working cross-functionally with other departments to drive success.

Key Responsibilities

Team Leadership

• Lead, mentor and develop a team of Customer Success Managers with a customer-focused mentality to focus on building trust and value realization to drive advocacy and trusted advisor status
• Manage and evolve our success approach to ensure the team is engaging strategically with their customers using data-centric insights to drive the most business value.
• Provide hands on coaching and mentoring to team members to guide customers in their accessibility adoption journey through product knowledge, standard processes, and effective execution of CS methodology and materials.
• Instill operational rigor and consistency to define and refine success manager engagement strategies, account management, and programs at scale
• Establish operational cadence including regular team meetings, one-on-one sessions, enablement sessions and ongoing customer call scoring to provide feedback and support.
• Monitor team performance, set goals and implement strategies to achieve departmental objectives.
• Identify and implement opportunities for process improvement and efficiency.
• Handle conflicts constructively and reach agreements on critical issues.
• Own responsibility for team outcomes, both successes and failures.
  
  

Customer Relationship Management

• Develop and maintain strong relationships with key customers.
• Enable the team to ensure customers define and achieve their desired outcomes using our solutions.
• Act as an escalation point for customer issues, ensuring timely and effective resolution
  
  

Customer Success Strategy

• Develop and implement strategies to improve customer experience, retention and growth to ensure Enterprise customers are receiving the expertise they are seeking.
• Analyze customer data to identify trends and opportunities for improvement.
• Collaborate cross functionally to align on customer success initiatives.
• Define and operationalize an enhanced customer lifecycle to grow future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall health scores.
• Create reporting and dashboards to measure results against KPI targets, along with the associated cadence.
• Develop and implement customer success strategies and best practices
  
  

Requirements

• Bachelor’s degree and at least 15 years of experience at a SaaS company, and at least 10 years of leadership experience.
• A track record of leading a customer success team to consistently achieve and exceed revenue, customer satisfaction, churn and retention goals.
• Proven history of building out strategy, deliverables and processes to improve CS metrics and customer experience
• Experience with frontline executive level customer communication, management and negotiations of operational issues and escalations.
• Outstanding business judgment, interpersonal, collaboration and team building skills.
• Superb written and verbal communication skills and a proven ability to collaborate across multiple functions and geographies while delivering meaningful, high-impact results.
• Experience as a thought leader with an ability to influence outcomes and quickly turn data into business insights.
  
  

Application Process

If you are looking to contribute to a dynamic and fast-paced environment while growing your career in Customer Experience, we invite you to apply for this exciting opportunity with Level Access! This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration.

Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2024, Level Access. All rights reserved.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.