We are partnered with a fast-growing startup in the publishing space seeking a Senior Director of Customer Success to spearhead the transformation of their customer support and coaching program into a scalable, SaaS-based product. The successful candidate will be crucial in driving departmental transformation and enhancing the overall customer journey with an emphasis on automation, tracking, self-service, and coaching/support services.
Responsibilities:
Set the overall vision and strategy for the Account Management organization to drive product adoption, improve customer experience, and achieve growth through gross renewals and net retention.
Enhance the coaching and support department to meet growing demands while maintaining high customer satisfaction levels.
Influence future lifetime value by increasing product adoption, improving customer satisfaction scores, and enhancing overall customer health.
Deliver transformational leadership to ensuring the team is highly motivated, engaged, and aligned with the organization’s mission and vision.
Address escalated client issues with speed and urgency
Collaborate with sales and marketing to refine upsell and cross-sell strategies to improve ROI and customer value.
Design and implement compensation plans that drive the customer success team towards achieving customer and business objectives
Deploy automated, self-service technology solutions to improve operational efficiency
Work closely with Product, Sales, and Marketing teams to ensure seamless integration of SaaS and Coaching products into the customer lifecycle
Leverage data and customer insights to continually refine and optimize customer success strategies and processes
Implement and manage Customer Success Management (CSM) tracking tools like ChurnZero, Vitally, and Gainsight to monitor customer health and reduce churn effectively
Qualifications:
Demonstrated experience in managing teams within a SaaS or subscription-based software environment, showcasing a proven track record in leadership and strategic growth
Proven ability to develop strategic initiatives from concept through to successful execution and delivery, ensuring alignment with organizational goals
Strong leadership presence and the ability to inspire and motivate both leaders and teams, underpinned by exceptional communication and interpersonal skills
Demonstrated excellence in operational management, including analytical thinking, process development and improvement, problem-solving, communication, delegation, and strategic planning
Commitment to the organization's values, with a consistent approach to leadership and decision-making aligned with these principles
Ability to lead and collaborate effectively with cross-functional teams across Product, Sales, and Marketing to achieve shared objectives and foster a unified approach to customer success
Technical proficiency with customer success platforms such as Intercom, Zendesk, ChurnZero, and Gainsight
Capable of articulating complex strategies and engaging with executive leadership to drive alignment and organizational success
Highlights:
Competitive Compensation and Growth Opportunities
Comprehensive Benefits Package
Work-life balance: 100% remote
Generous PTO
Seniority level
Director
Employment type
Full-time
Job function
Management and Strategy/Planning
Industries
Technology, Information and Media
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