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Bullhorn is the leading global software provider for the staffing and recruitment industry. More than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Through our incredible products and services, we create raving fan customers, resulting in company growth that consistently offers new opportunities for our talent to advance their careers. 35% of our global workforce gets promoted or moves into a new role every year, expanding their skills and working with new people. Bullhorn is large enough to provide these exciting opportunities but small enough to maintain the energy of a startup, and we’re consistently ranked as a great place to work for our strong culture and rewarding career opportunities.
Our commitment to our employees: Every Bullhorn employee has a sense of belonging, a voice that is heard, and a clear path to success. Bullhorn offers unlimited planned vacation, great opportunities for career development, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees.
Our in-office employees enjoy a casual, collaborative environment with weekly catered-in lunch and breakfast, and quarterly social events. While working from the comfort of their own homes, our remote employees are provided a full equipment package with all the tools they need to perform their role. We use Zoom, Slack, and other tools to stay connected while we are remote.
The Senior Director, Customer Success & Training will work closely with our Sales, Product, Services, and Support teams to drive value realization, solution adoption, and optimize client retention. Reporting to the VP Global Customer Success, you will be responsible for leading our customer success operation through a transformation, ensuring the achievement of customer success KPIs and growing the impact of this team as our customer base expands into other BH products. In addition, you will have responsibility for our client training team, ensuring we attain our utilization and margin targets, as well as build a more predictable and scalable model to meet the needs of our diverse customer base.
A typical day might include:
Leading the Customer Success team by prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.
Driving data-driven and scalable customer success methodologies through effective usage of Gainsight; driving visibility & tracking of customer health.
Deploying programs to help drive business value with customers, customer goal achievement, and new feature adoption; in partnership with sales, identifying customer growth opportunities.
Driving improvements in visibility into retention trends and underlying reasons for churn; ensuring customer success teams are aligned with behaviors required to improve retention.
Partnering closely with our sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them.
Creating scalable customer success operational processes and services that optimize the customer experience and ensure that all clients receive immediate and ongoing value from their engagement with Bullhorn.
Working cross-functionally with other internal teams such as product, marketing, operations to ensure we meet customers’ business objectives and expectations with Bullhorn’s products/solutions.
Working with the Manager of Training to develop targeted training programs based on customer segment and aligned with our product strategy.
Ensuring business viability of training programs through driving revenue growth and measuring impact of training to customer health.
Implementing programs that connect client training & education to driving adoption & best practices for holistic customer success view.
Driving programs to balance product-specific approach with seamless customer experience.
This role may be a fit for you have:
8+ years of experience in a Customer Success and/or Sales leadership role
Ability to communicate well with individuals, teams, and across departments
Experience with delivering SaaS at scale in large complex enterprises
Demonstrated success in leading a Services or Customer Engagement function
Can thrive in a demanding, fast-paced environment.
Excellent leadership, management, and interpersonal skills.
High EQ and ability to lead with positive influence.
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
Passion for technology and innovation
Excellent communication and presentation skills
Bonus points for:
Experience with Staffing industry SaaS products
Global expertise in a customer success or business development role
Bullhorn is committed to our core values and we are looking for people who exhibit these traits:
- Service - You go beneath the surface to solve problems.
- Energy - You build up your teammates and leave people positively charged.
- Ownership - You take action and own up to your mistakes.
- Speed & Agility - You go around obstacles and demonstrate urgency.
- Being Human - You consider other people's perspectives, laugh, and have fun.
Bullhorn is fully committed to equal opportunities. We aim to create a working environment free from discrimination. This means all job applicants and employees will receive equal treatment regardless of age, disability, gender reassignment, marriage, civil partnership, pregnancy, race, religion, or belief, gender or sexual orientation.
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