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Director of Customer Success

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  • Date: Jan 10, 2019
  • Location: Scottsdale, AZ
  • Req ID: 87
  • Salary: $120,000-140,000

Overview

We are looking for an experienced Director of Customer Success to own all aspects of customer onboarding, customer engagement, account management, and customer support. The ideal candidate will have hands-on tactical and strategic experience at a B2B SaaS company, be a creative thinker who is results-driven, enjoys complex problem solving, uses data to drive decision making, and be highly organized. Your leadership, management and customer success skills will be put to test and you'll work with a cross-functional, highly talented team.

Job Responsibilities:
Own the customer journey

  • Define the ideal customer experience
  • Standardize the plan for Success across various customer segments
  • Define and own the lifecycle of customers across all touchpoints - email, phone, chat
  • Personally manage escalations from your direct reports
  • Identify opportunities for continuous improvement
  • Be the voice of the customer

Deliver value to our customers

  • Transform all team members to become trusted advisors
  • Successfully onboard all new customers to our products and ensure they're healthy
  • Develop and implement customer nurture programs
  • Continuously drive improvement to NPS and CSAT scores

Lead and work with cross-functional teams

  • Manage team of implementation specialists, CSMs and support reps
  • Work effectively with various departments including Sales, Product, Engineering and Finance to improve the customer experience, contribute to the product roadmap, guide the sales and support process, and more.

Drive customer retention and upsells

  • Build and execute creative strategies to increase upsells and increase retention
  • Nurture customers with creative educational campaigns
  • Drive product adoption and health scores w
  • Give feedback to sales and marketing

Build and manage a world-class team

  • Recruit, train and mentor your team to deeply understand customer's needs and deliver value through our software and services.Establish strong processes for recruiting, onboarding, ongoing training and mentor-ship

Own CS metrics, tools and KPIs to achieve operational excellence

  • Continuously measure and report on KPIs for success - Retention, Upsell, Adoption, NPS, CSAT, etc.
  • Own all systems for CS including Salesforce, Zendesk, Intercom and others

 

Job Requirements:

  • At least 10 years of customer success experience with 5 years in a leadership role in a SaaS environment
  • Proven experience in building Customer Success teams
  • Demonstrated track record of establishing Customer Success programs that drive strong relationships and ultimately business retention and growth
  • Able to work in fast paced work environment and juggling both short and long term priorities along with daily demands.
  • A self-starter that brings an opinion to the table and an effective people manager
  • Strong analytical skills and effective upsell and churn reduction capabilities
  • Demonstrated track record of establishing Customer Success programs that drive strong relationships and ultimately business retention and growth
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