Director, Customer Success

What You'll Do:

Own the strategy for & execution of our Strategic Customer Success offering

• Own the multi-year and annual planning strategy for continually evolving our top-tier customer offering
• Overhaul our current definition of a Strategic Account in partnership with Sales & Operations, to ensure maximum customer & business impact
• Improve the Strategic segments key results, including: retention, open risk rates, CS qualified leads, in-app product utilization, and active customer advocates
• Elevate our current customer offerings to provide an enterprise-grade, consultative customer experience

Enable ability to grow upmarket through effective internal advocacy

• Effectively advocate for our customers needs, gain buy-in and drive alignment across Sales, Product & Marketing to ensure we exceed customer expectations
• Drive an effective partnership with Sales, Product and Product Marketing to build credibility and evangelize vision up-market
• Foster executive connections for our customers, including: participating in the Customer Advisory Board, leading our Executive Connection program, and proactively educating the broader business on these valuable customers
• Represent at customer and industry events to expand personal networks
• Act as an internal thought leader for enterprise-grade customer success to elevate our department and business

Inspire and lead a high-performing, top-tier CSM team

• Manage & develop a team of high-performing, enterprise-grade CSMs and Solutions Experts
• Consistently deliver on the teams monthly, quarterly & annual key results by driving individual performance
• Partner with Sales Ops and CS Ops to improve cross-team performance ensure a seamless the customer experience
• Foster high employee engagement through inspiring leadership and team connections
• Identify professional development needs and partner with Enablement to implement related, effective programs

What We're Looking For:

• Leadership: Visible management and influence across teams, including coaching, motivating, and decision-making. Establishes effective, collaborative relationships across the business.
• Strategic: Sets the vision and strategy, and effectively gains buy-in across the organization. Able to see and communicate the big picture in an inspiring way. Identifies long-term opportunities and creates an effective plan for achieving them.
• Influence: Consult with and influence senior management on key organizational and management priorities. Understands how and when to drive change. Interacts seamlessly at all levels, provides sound suggestions, takes action, builds trust and credibility.
• Negotiation: The professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts. Strong C-level presenter with progressive, proven, successful sales. Growth mindset.
• Strong Business Acumen: Deeply understands business goals and strategy, adapts to new operational frameworks, and makes competent decisions.
• Innovative: Generates new and innovative approaches to problems. Brings new ideas to the company to proactively push the business forward.
• Analytical: Able to draw insightful conclusions from qualitative and quantitative data. Delivers timely insights that contribute to driving overall performance. Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions.
• Advanced Communication: Able to provide a clear communication regarding strategy (what we are doing, why, how it impacts) and present it in a clear, articulate, real, and consistent way across all levels.
• Adaptability: Adapts quickly to changing priorities and conditions. Agile and can lead teams effectively through change. Leans into new challenges with a growth mindset.
• Customer Focus: Strategically balances customer needs with business goals.

Must Haves:

• 12-15 years leadership experience in managing Customer Success teams
• 7+ years experience leading Enterprise tier Customer Success teams
• SaaS Customer Success experience required
• Enterprise scale company experience required
• Demonstrated ability to work in matrixed environment
• Command of structuring and negotiating major account contracts
• Proven record of exceeding targets
• Ability to travel once quarterly