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Director of Customer Success
Internet Industry Company
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Company's Customer Success Team shapes the end-to-end lifecycle of our customers across the globe. As a key driver of feature adoption, account expansion, and end-user engagement, the Customer Success Team is directly impacting Company's rapid growth across the database market.
The Director of Customer Success is a global leadership role on our Customer Success Management (CSM) team. The CSM Director will manage a team of managers and individual contributors, while owning the global program – including the strategy, people, process, tools and technology that all must be aligned in order to deliver against key Customer Success goals.
Candidate profile
We are looking for a self-driven, hands-on, experienced manager to take our Customer Success Program to the next level by hiring, developing and scaling it effectively. This role will report directly to the Global Senior Director of Customer Success.
Our ideal candidate will have:
• 3+ years of Customer Success leadership experience combined with 3+ years of strategic consulting, marketing or B2B technology expertise
• Demonstrated ability to successfully select and train new team members and evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members
• Previous experience leading a successful customer experience/success team in a growth-oriented environment
• Cross-functional experience working across teams such as; sales, product, business development and marketing
• Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization
• Deep understanding of value drivers in recurring revenue business models
• Post-Sales B2B commercial technology sales mentality
• Minimum bachelor’s degree required – master’s degree a plus
Position Expectations
• Define the on-going strategic vision and operational excellence for continuously improving Company’s Customer Success function
• Manage and develop a team of Customer Success Managers and Team Managers providing proactive and hands-on leadership and mentoring
• Continue to build on our professional development focus by building processes, programs and tools that support individual development
• Drive success for customers and Company as measured by:
◦ Customer retention (revenue and logo)
◦ Expansion
◦ Product adoption (new and existing features) that makes meaningful impact to our customers’ business
◦ Net Promoter Score
• Refine the customer journey, design touchpoints and define/refine the segmentation of customer base to ensure highly efficient alignment of resources
• Partner with sales, marketing, support, services and product management to inspire a continued customer success focus throughout the organization
• Align with Finance on the measurement and forecasting of team resources and budgets
Success Measures
• Customer Success: Build, execute and refine customer touch points and relevant processes to serve Company customers in the best way possible
• Growth mindset: Collaborate closely with internal and external stakeholders to ensure advancement of Company’s Customer Success Programs
• Problem solving: Collect and analyze feedback from both internal and external sources so we deepen our understanding of all customers
• Long-term vision: Maintain a strategic mindset to stay proactive while executing short term goals flawlessly