Director of Customer Success

Core responsibilities include developing and implementing processes that positively influence key customer business metrics, uncovering at-risk customer situations for loss remediation, aligning with cross-functional leaders to drive a company-wide culture of customer success, and coaching a team of direct reports to maximize individual and team performance.

Essential Duties and Responsibilities

• Drive utilization and value realization for our customers to reach our growth goals and maintain/grow SaaS revenue and customer retention rates.
• Manage Annual Renewal bookings of over 100mm with 90%+ renewal rate and 80%+ on time renewals.
• Establish consistent and effective Customer Success practices; deliver against key customer metrics of renewal and expansion with a scalable and repeatable framework for customers,
• Develop and implement scalable and repeatable practices to deliver against key customer metrics of renewal and expansion: processes, systems, tools, metrics, and reporting, as well as the customer journey.
• Establish standards, KPIs, reports, dashboards, etc. to monitor and drive results, analyze performance, and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant stakeholder groups of data and discoveries.
• Analyze available data for actionable insights; predicting customer churn, customer health scoring, and the like.
• Coordinate cross-functional processes that help meet gross dollar retention and net dollar retention targets, and deliver on customer needs, including processes for CSMs to:
• Relay customer feedback to the Product team to influence future product roadmap.
• Drive resolution to high-level problems, issues, and escalations to foster strong relationships.
• Provide feedback to Sales on the readiness of our customers for future solutions.
• Collaboratively engage with Sales, Support, Professional Services, Product, and Marketing departments to understand the technical and business challenges of the customer and stay aligned.
• Lead the team with a values-focused approach. Meet regularly with employees to monitor and discuss performance and personal development; drive accountability for key metrics, address performance issues swiftly, identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes.
• Ensure the team utilizes internal systems fully/effectively to keep customer data, accounts, and systems up to date and drive automation and simplification in various processes.
• Maintain quality communications between key customers and internal teams to identify technical and satisfaction trends and provide “voice of the customer” feedback.
• Align and engage in cross-sell, upsell, land and expand opportunities to grow our footprint.
• Participate in new service or compliance rollouts to ensure CSM and customer readiness.
• Manage expenses within the established budget.
• Other duties as assigned.

Requirements

• At least 7-10 years of software industry experience in customer facing roles such as customer success, support, or account management in businesses with a minimum of $100M in ARR.
• Minimum of 3 years of Sales and Customer relationship experience tied to customer retention and growth in a SaaS environment with a strong grasp of Customer Success methodologies and workflows.
• Proven track record in leading teams through planning and development of strategic processes and efficiencies.
• Strong background in fostering positive relationships with customer executives and adeptly driving negotiations towards advantageous outcomes for all parties.
• Expertise in improving and managing processes and methodologies to build and grow a Customer Success organization.
• High functional knowledge of Gainsight and Salesforce (and other relevant tools)
• Communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization, and judgment.
• Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation.