Director of Customer Success

Job Title: Director of Customer Success

Location: Franklin, Tennessee

About Us: At HubSync, we are dedicated to empowering our clients with innovative solutions that streamline their operations, enhance customer satisfaction, and drive growth. We pride ourselves on our commitment to delivering exceptional service and results.

Position Overview: We are seeking a dynamic and results-oriented Director of Customer Success to lead our customer success manager (CSM) team. This role requires a strategic thinker with a passion for ensuring customer satisfaction and success, and establishing relationships a multiple levels within our clients. The ideal candidate will have experience in the enterprise software (SaaS) technology sector and ideally a strong understanding of the tax industry.  This combination of Enterprise Software and Tax experience will allow them to provide the right mix of experiences and know-how to instill confidence and trust that will build long-term successful relationships with our clients.

Key Responsibilities:

• Lead and manage the Customer Success Manager team, focusing on building strong relationships with clients and ensuring their satisfaction with HubSync's products and services. 

• Be a collaborative and forward-looking leader within HubSync that builds strong working relationships with other team leaders in implementation services, support, enablement, product, sales, marketing and operations.  We win as a unified team that is working toward common goals and objectives that help our clients and HubSync. 

• Develop and implement customer success strategies to drive engagement, retention, value realization, and upsell opportunities. 

• Monitor key performance metrics and client feedback to identify areas for improvement and develop action plans accordingly. 

• Provide thought leadership and insights on industry trends, best practices, and emerging technologies, particularly in the tax sector to help guide our customers to successful outcomes. 

• Actively participate in client meetings and presentations to demonstrate value, buid confidence and trust, and address any concerns. 

• Be a coach and mentor to the team to help grow our CSMs to be a high-performing team that sets the industry standard for how clients should be engaged and supported.   

• Work closely with Sales and Professional Services to ensure seamless handoffs for customers throughout their end-to-end journey with HubSync.   

• Coordinate and collaborate with HubSync enablement and training resources to facilitate training and onboarding for new clients to ensure they effectively utilize HubSync's solutions and continue to stay current on new product innovation. 

• Drive customer advocacy efforts by developing case studies, testimonials, and referrals, including customer feedback surveys, NPS, and other related insights. 

Qualifications:

• Bachelor’s degree in Business, Management, or a related field; a Master’s degree is a plus. 

• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position. 

• Strong knowledge of the enterprise software (SaaS) technology landscape, with experience in the tax industry being a significant advantage. 

• Proven track record of developing and implementing successful customer success strategies, growing teams, and hiring (and mentoring) talent. 

• Excellent communication and interpersonal skills with the ability to build relationships at all levels of an organization (internally and with clients). 

• Strong analytical skills and experience with customer success metrics and KPIs. 

• Ability to work collaboratively in a fast-paced, dynamic environment. 

Why Join Us? At HubSync, we believe in fostering a culture of innovation and excellence. As the Director of Customer Success, you will play a pivotal role in shaping our customer approach and driving tangible results. We offer competitive compensation, benefits, and opportunities for professional growth.
“We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”