Director of Customer Success

Summary of Job:

As Director of Customer Success, you will oversee a team of Customer Success Managers and Specialists, and will report to the VP of Revenue Operations. The Director of  Customer Success will serve as a leader and advocate for the Success team, and will provide expert-level guidance and instruction in the areas of onboarding, product adoption, customer training, implementation, customer retention, support and escalations. You will have a deep understanding of our customer’s needs and identify ways our products can integrate into their day-to-day workflow.

Description of Job Duties:

• Manage the day-to-day operations, goal setting, performance management, and growth of a team of Customer Success Managers and Specialists
• Deliver exceptional customer experiences with proactive communication, applying the right internal resources, and effectively using our customer engagement model to meet business goals
• Quantify and define the business value generated by the customer's use of our products, at present and full potential
• Apply creative and strategic problem solving to provide best practices and innovative solutions that drive user adoption
• Conduct proactive account reviews to drive positive customer outcomes 
• Build strong relationships with our customers to identify specific metrics of success, tracking and demonstrating progress on an ongoing basis
• Assist with issue escalations as needed, and manage the escalation through resolution
• Track accounts to identify churn risk and work to mitigate that risk
• Develop training documentation to help the Success team achieve retention benchmarks and deliver long-lasting ROI to our customers
• Represent the voice of the customer internally with leadership to provide input into every core product, marketing and sales process
• Other duties as assigned 

Required Education, Experience and Special Skills:

• 5+ years experience in Customer Success, Account Management or transferable experience (preferably for a B2B, SaaS organization)
• Salesforce Experience in using tasks/reporting/accounts/assets
• You have a track record of delivering value to customers and managing customers through software deployment, driving adoption, growth, and retention
• Excellent verbal and written communication skills
• Communicate to customers through phone calls/Video calls from escalations 
• Ability to support team during non-business hours for critical customer issues
• Demonstrated organizational skills, proven ability to complete long-term goals and handle critical tasks and issues at the same time
• Passion for the growth, development, and success of a broader team
• Adaptable with the ability to learn new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Ability to work collaboratively and cooperatively in a team environment
• Experience negotiating and navigating renewals and churn conversations

Preferred Skills or Experience:

• 7+ years experience in managing Customer Success teams preferred.
• 5+ Years of Salesforce experience is strongly preferred.
• Jira Experience.