Director of Customer Success

Location: New York, NY
Date Posted: 12-12-2016
Our client is looking for an experienced Director of Customer Success to lead a team of CS professionals overseeing our rapidly growing customer base.  The company powers mobile insights for some of the biggest brands in the world from gaming to e-commerce to QSR to finance and beyond.  

The customer success team is responsible for ensuring  customers get maximum insight and value from our data suite ultimately resulting in increased investment and contract renewal.  The team is responsible for onboarding, driving usage, adoption and engagement, leading QBRs, as well as driving down churn by turning around at-risk accounts.

Requirements:
  • 6+ years of experience working in the B2B SaaS space in a leadership and customer facing role with a minimum of two years successfully building and managing a team of at least four employees.
  • Experience in creating, managing and improving customer health metrics, as well as managing the associated tools and processes required to track those metrics
  • A deep understanding of account management processes for customers of all sizes: Strategic, Enterprise, Midmarket
  • Demonstrated experience managing and working with global enterprise organizations
  • Excellent written and verbal communication skills including C-Level presentation skills
  • Ability to think on your feet and work under tight timelines while staying calm under pressure
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • College degree required, MBA a plus
  • Experience working with top cloud based apps including Salesforce, Gainsight/Totango, Zendesk, Google apps

Responsibilities:
  • Train CSMs in industry best practices to drive usage and adoption, resolve issues, and help customers maximize value obtained through our data subscription
  • Lead CSMs in managing escalations, removing roadblocks, developing individual account plans
  • Assist in creation and maintenance of playbooks and deliverables for each part of the account lifecycle as well as risk factors and conduct quarterly business reviews
  • Continuously evaluate and improve metrics relevant to measuring customer health and Customer Success performance
  • Act as an internal advocate for customers
  • Continuously strive to operationalize the Customer Success Management practices
  • Work in close collaboration with our Sales, Product and Marketing teams
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
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