Director of Customer Success

CLIENT

Our client is a fast-growing leader in the Data Privacy industry. Their patented hybrid artificial intelligence technology is currently used by Fortune 500 companies to help protect customer/consumer data and also comply with privacy laws around the world.

ROLE

We are currently recruiting a Director of Customer Success who will be responsible for building and leading a team of customer success managers and ensuring customer satisfaction and retention across our customer base.

RESPONSIBILITIES

• Develop and implement a customer success strategy that aligns with our business objectives and ensures customer satisfaction and retention.
• Build and lead a team of customer success managers who are responsible for onboarding, training, and supporting our customers.
• Define and measure key customer success metrics, such as customer satisfaction, renewal rates, and upsell opportunities, and develop strategies to improve these metrics.
• Work closely with the sales team to identify cross-selling and upselling opportunities and ensure a seamless handoff between the two teams.
• Establish strong relationships with key customers and serve as an escalation point for customer issues.
• Collaborate with the product team to ensure customer feedback is incorporated into product development and roadmap planning.
• Develop and deliver customer success training programs for both internal teams and customers.
• Keep up to date with industry trends and best practices and share this knowledge with the team to continuously improve our customer success function.

QUALIFICATIONS

• Bachelor's degree in computer science, Business Administration, Marketing, or related field.
• 10+ years of experience in customer success, account management, or a similar role in a SAAS company.
• Experience in the Data Privacy space is highly desirable.
• Proven track record of building and leading high-performing customer success teams.
• Strong customer focus and a passion for delivering exceptional customer experiences.
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams.
• Strong analytical skills and the ability to use data to drive decision-making.
• Experience working in a fast-paced, dynamic environment with the ability to adapt to change and ambiguity.
• Willingness to travel as needed.