Sr. Director, Customer Success

As Relyance AI’s Sr. Director of Customer Success, you will be responsible for overseeing a global team of Customer Success Managers (CSMs) and Professional Services, including deployments, implementations, and education. In this role, you will be the escalation point for customers and will hold ownership of Gross Revenue Retention (GRR) and PS margins/utilization, time to deploy, and time to value

 You will play a pivotal role in shaping the customer journey, driving customer satisfaction, and ensuring the success of our customer base.

As a Sr. Director of Customer Success, your role will include:

• Lead and manage a global team of CSMs and Professional Services, providing guidance, coaching, and support to ensure high performance and professional development across all functions.
• Oversee the successful deployment and implementation of Relyance AI solutions for customers, ensuring timely and effective onboarding.
• Serve as the primary escalation point for customer issues, working to resolve complex problems and ensure customer satisfaction.
• Own and drive GRR, developing strategies and initiatives to maximize customer retention and identify opportunities for growth.
• Develop and implement comprehensive customer success strategies and processes to enhance the customer journey and drive customer loyalty, from initial deployment through ongoing value realization.
• Collaborate with cross-functional teams, including sales, support, and product, to align on customer needs and ensure a seamless customer experience from pre-sales to post-implementation.
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in customer success and professional services initiatives.
• Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate.
• Monitor and report on key customer success and professional services metrics, providing regular updates to senior management.

This role could be a fit for you if you bring:

• 5+ years of experience in a customer success leadership role in a SaaS environment.
• 5+ years in a highly technical post sales in PS and also managing CSM teams globally  
• 3+ years of experience leading global teams, including but not limited to India.
• Experience in the security, privacy, or governance space.
• Proven experience overseeing professional services, including software deployments, implementations, and managing CSM with focus on renewal (GRR).
• Strong leadership and team management skills, with the ability to inspire and motivate a global team across diverse functions.
• Strategic thinker with a focus on driving customer retention, satisfaction, and growth.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong problem-solving and conflict-resolution skills.
• Experience with customer success platforms and tools.
• In-depth understanding of customer success and professional services best practices and methodologies.

Bonus points for:

• Familiarity with Relyance AI’s product and market.

Working at Relyance AI

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both. Relyance AI is proud to be an equal-opportunity employer. We celebrate representation and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location. As such, the base salary pay range for this role is $220,000 to $260,000.