Customer Success Regional Director (SMB) (Remote)

Remote positions open to the US only. 

The Customer Success Regional Director is accountable for successfully leading and growing the SMB Customer Success Department, which is responsible for managing the post-sale customer lifecycle for SMB customers in North America.  With a Product Officer mindset, the Customer Success Regional Director will take extreme ownership for driving performance and managing the production of the SMB Customer Success teams to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets. 

Responsibilities:

• Take extreme ownership in developing high performing SMB Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production 
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
• Track, manage and ensure that the SMB Customer Success teams are delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that the SMB Customer Success teams are delivering exceptional customer experiences
• Track, manage and ensure that the prescribed customer journey and engagement model for SMB customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve 
• Ensure that all aspects of the post-sale customer lifecycle are optimally managed
• Track, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
• Develop and execute playbooks for SMB Customer Success teams
• Deliver key SMB Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
• Conduct business reviews and report key Customer Success outcomes and metrics to VP TT/SMB Customer Success and SVP Global Customer Success
• Develop and groom strong customer advocates 
• Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives  
• Serve as an executive level escalation point for customer issues and assist SMB Customer Success managers, CSMs and Pricing Specialists with tags 
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Enforce pricing strategies that meet the Company’s standards, policies, and procedures
• Own and manage the overall pipeline and the daily, weekly and monthly forecasts for SMB Customer Success and meet regularly with VP TT/SMB Customer Success and SVP Global Customer Success to review
• Develop and manage OKRs
• Meet and exceed SMB Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets 
• Enforce impeccable administration of opportunities in the Company’s CRM
• Promote referrals for new business sales 
• Plan, lead and manage the growth, expansion and organizational capacity of the SMB Customer Success Department
• Work with Growth, VP TT/SMB Customer Success and SVP Global Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
• Communicate effectively with SMB Customer Success managers, CSMs and Pricing Specialists to ensure that all policies and procedures are well understood
• Work closely with Growth, VP TT/SMB Customer Success and SMB Customer Success managers to develop and manage coaching plans for CSMs and Pricing Specialists that are underperforming and need improvement 
• Develop and groom strong, high performing SMB Customer Success managers, CSMs and Pricing Specialists
• Promote a practice of continuous learning within CSM
• Forge relationships with other leaders across the Company and promote cross-functional collaboration.
• Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments 
• Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
• Hire, fire, discipline and promote subordinates within SMB Customer Success Department

 Qualifications:

• Bachelor’s Degree required, MBA preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 6+ years managing customers
• 3+ years software sales experience preferred
• 3+ years management experience leading high growth SaaS post sales Customer Success teams
• 1+ years working with channel partners
• Experience managing a high volume customers across a variety of verticals within a SaaS subscription model
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Experience managing projects
• Strong empathy for customers and passion for driving growth
• Good understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Demonstrated ability to drive continuous improvement
• Excellent verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy leader with proven ability to inspire and motivate teams to exceed targets
• Ability to manage, scale and build large, high performing teams
• Self-motivated with ability to work with minimal supervision