What will the Director of Customer Success at CoderPad do?

As our Customer Success leader, you'll be focused on ensuring our customers are finding value with our CoderPad products, drive customer retention and expansion, and lead our team of CSMs globally. From designing our playbooks, processes and strategies, to establishing relationships with customers and inside CoderPad, owning net dollar retention performance, as well as creating smooth onboarding and renewal experiences, this is a key role in the company's growth and revenue. This role reports directly to the CEO and will be managing a team based in the US and EMEA and will be expected to have overlapping hours with the team. (Strong preference for East Coast hours)

Responsibilities

• Manage and create strategy to improve key metrics: ensure strong net dollar retention while minimizing churn
• Develop systematic approach to optimization of customer value delivery, renewal, retention, and expansion
• Create and implement playbooks for managing accounts, proving value, ensuring feature adoption and driving customer expansions in alignment with Strategic AE team
• Manage a global, remote team of 4 current CSMs while serving on the executive leadership team as a critical voice of the customer and business owner
• Partner with Strategic AE team to account map and increase relationship depth at our largest customers and drive expansions
• Report on and track customer success revenue performance as well as customer usage and product adoption
• Partner with sales, marketing, engineering and product to ensure strong communication on product and customer needs

Requirements

• 10+ years working in customer success or account management roles with at least 2 years at SaaS companies
• Startup experience - you've led in a scrappy environment (
• Proven experience creating playbooks and driving results to improve NDR from 115% - you know what success looks like and how to make it happen and own the process
• People management experience is required - from growing a team of 1 to a team of 10+, including experience working with remote teams and global teams
• Quick learner, independent thinker, and decision-maker with a bias for action
• Team player who collaborates well at all levels of the organization
• Passion for data analysis and metrics – you talk in metrics and obsess over them regularly
• Obsession with customers – understanding them, listening to them, and best serving them

Research has shown that women and people of color are less likely than others to apply for a role if they do not meet 100% of the qualifications. Please know that we would still love to hear from you even if you feel you only are a 75% match. We promote a diverse and inclusive culture at CoderPad