Sr. Director, Global Customer Success

As the Sr. Director of Customer Success, you will lead the charge in establishing and scaling the function, building the team, and creating strategies and programs to make our customers successful. We aim to turn all customers into advocates, and you will play an integral role in that effort. You'll define and execute a comprehensive customer success strategy aligned to company goals, encompassing aspects of the post-sales customer journey across implementation, success management, and support. You'll develop and implement a world-class post-sales experience specifically to make our customers successful on our platforms, fostering trusted partnerships across the WorkWave customer base. We are seeking someone with proven experience in building a customer success program from the ground-up, laying the foundation for long-term scalability and customer engagement.

WHAT YOU'LL DO:

Leadership & Strategy

• Define, develop, and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of our customers

• Establish a common operating framework and partner cross-functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)

• Build, lead, and motivate a high-performing customer success team

• Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership

• Scale the team with data and metrics, including gross retention, NPS (Net Promoter Score), and CES (Customer Effort Score)

• Lead and support a variety of strategic customer success projects, including setting up the and driving the service delivery standardization, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), while growing services revenue through service innovation

• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals

• Develop strategies for services-generated revenue, including planning, forecasting, and execution

Experience

• A customer success leader with experience driving high-growth, scaling organizations

• Proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software

• Demonstrated experience in building a customer success program from the ground up, establishing the operational foundation for future scalability

• A master collaborator with a proven ability to work effectively across departments

• A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base

• An agile leader who thrives in a fast-paced, dynamic environment. Comfortable tackling diverse challenges and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are essential

Customer Success Platforms

• Lead the selection, implementation, and roll-out of platforms that automate and strengthen visibility into customer health

• Own the creation and management of a customer health dashboard across the portfolio, measuring key customer health metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), Stick Rate, Product Usage Rate, and Customer Sentiment, etc.

• Drive the adoption of customer success platforms such as ChurnZero or Gainsight to help monitor, measure, and enhance customer health at scale

• Manage high-touch, white-glove CSM leadership for enterprise customers while enabling scalable, automated solutions for mid-market and smaller customers

• Partner with cross-functional teams to ensure these platforms integrate seamlessly into the broader customer success strategy, improving efficiency and providing actionable insights

WHAT YOU’LL BRING:

• 15+ years of experience scaling customer success functions at enterprise SaaS/data companies, including a demonstrable history of leading and inspiring high-performing teams
• Strong communication skills and executive presence to command a room and inspire confidence
• Experience in SaaS field service management experience is a plus
• Global leadership and onshore/nearshore/offshore experience
• A genuine customer obsession – their success is your success
• Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner
• Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals
• Proficiency in presentation tools (Microsoft PowerPoint/Google Slides)
• Familiarity with both sales-led and PLG go-to-market SaaS models
• Experience with customer success strategy/operations

WHAT YOU SHOULD KNOW ABOUT US:

• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers

• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses

• We openly accept others as they are and build strong partnerships based on trust

• Teamwork and collaboration is key to help our colleagues and customers solve their challenges

• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us! 

LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT: 

• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority. 

A GLOBAL COMPANY WITH A LOCAL PRESENCE:

 • We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.

• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming. 

• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.

• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

RELAX, WE'VE GOT YOU COVERED: 

• Employees can expect a robust benefits package, including health and dental and 401k with company match

AND BEYOND...

• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays

• Up to 4 weeks paid bonding leave

• Free subscription to the Calm App for you and up to 4 dependents!

• Tuition reimbursement

• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!

• 24/7 access to virtual medical care with Teladoc

• Quarterly awards based on peer nominations

• Regional discounts and perks

• Opportunities to participate in charitable events and give back to the community 

GROW WITH US: 

• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth

• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!

• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year 

JOIN OUR WINNING TEAM! 

• 10 Time winner of Best Place to Work in New Jersey by NJBiz!

• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine

• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!

WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.