Director, Customer Success

As the Director, Customer Success you will lead the end-to-end execution of the Customer Success organization. You will define, develop and implement processes, and drive its overall achievement. This is an opportunity to help build something from the ground up, and own the vision and direction this team will take as we scale. This role is part of the Global Sales team and reports to the VP, Global Sales & Customer Success.

In this role, you will:

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Drive customer outcomes, product consumption and customer experience:
  • Lead the technical assessment as part of the sales process.
  • Influence future lifetime value through higher product adoption/consumption, customer satisfaction and overall health scores.
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Build and lead world-class team:
  • Recruit and develop a high performing team.
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc).
  • Foster collaboration within the Upbound team and across customers.
  • Drive operational practices to track performance of teams and individuals.
• Work closely with the sales management to align on strategies, coverage plans, and account dynamics (i.e., opportunities and risks).
• Drive Account Growth Outcomes.
• Expand our revenue in accounts through new sales and up-sell opportunities.
• Reduce churn and drive new business growth through greater advocacy and reference-ability.
• Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• This role is focused on building out the four key disciplines of Customer Success: Technical Account Management, Professional Services, Support and Education Services.

You are a good fit if you have:

• Demonstrated progressive management experience leading teams of customer success managers, account management, and/or professional services teams in a SaaS or subscription enterprise software company. 
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Experience successfully working with senior (C-level) executives.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Willing and able to address escalated client issues with speed and urgency.
• You share our values, and work in accordance with those values.
• Ability to travel if needed and comply with the company’s travel policy. 

It is a plus if...

• Any cloud native or open source experience is highly preferred.