Director, Customer Success & Services Operations

Job Description

We're looking for a talented leader that has hands-on experience in scaling B2B services (or SaaS/platform offerings) that is looking for a unique transformation opportunity as we build out our Customer Success & Services Operations team. The successful candidate will be operationally strong, have a strategic mindset, and have a laser focus on customer experience and creating value.

This is a new, exciting leadership role that has been created to bring together pre-existing teams that are involved in the onboarding, delivery, and ongoing management for a variety of B2B services, as well as building the capabilities to mature existing processes, as well as supporting new service offerings and channels. This highly visible team is critical in our pursuit of growing our services business, with exciting new technologies that combine our capabilities in hardware and software that help people protect what matters most. This will require the successful candidate to be able to quickly understand the current state and draw on their experience to put an executable plan in place to develop our people, process, and technology strategy, whilst bringing customer success DNA into our organization.

This role will report directly to the global Vice President of Customer Experience and will ideally be in Austin, TX.

More About The Role:

• The Director of Customer Success & Services Operations will be responsible for all success management customer operations for our B2B services team. This includes pre-sales solution support, onboarding, program management, coordination of post-sales success, and support activities focused on driving growth and improving net retention. You will do this by ensuring that our customer's experience is seamless, driving solution usage, adoption, and value realization.
• You will lead a team of solution specialists, customer success specialists, and customer service specialists, as well as build out an operations team that has the capability to support technical activities related to customer onboarding, partner, and API integrations.
• The team today is providing support for a suite of energy services, as well as safety, security, and reliability monitoring services in the residential space to a variety of partners/stakeholders. This is a small, highly capable team of 20 people currently that already supports over $125M in annual recurring revenue. Whilst this role does not have P&L responsibility it will be accountable for driving improvement in NDRR (Net Dollar Retention Rate).
• You will need to develop metrics, and key performance indicators (including customer health scores) that not only allow us to understand financial outcomes, but also use them to educate the business, advocate for our customers, and use them to serve as an early warning system for customer and solution challenges, particularly as we launch new services.
• This role will provide operational, analytical, and decision-making support that enables us to better understand our customers, improve our services offerings, as well as improve key customer journeys related to onboarding, adoption, retention, expansion, and advocacy as we scale, evolve, and drive the maturity of our services business.
• You will work closely, and be a critical partner to our sales, business development, product, and services portfolio teams, as well as be an integral part of the broader customer experience organization.
• You will partner closely with our IT team and platform development teams to ensure that we have a clear strategy/alignment in how we leverage CRM, subscription management, and billing integrations tied to usage and entitlements for our platform services.

What You Need:

• Must have a proven track record of leading, scaling, and developing the strategies and execution of a high-paced customer success and services/operations organization
• At least 5 years of experience in Customer Success in high-growth B2B2C software and/or platform environments
• At least 7 years of experience as a leader, and people manager in a services-based or as-a-Service organization
• SaaS experience, preferably with large enterprise and mid-market customers
• Solid Project/Program Management experience and proven ability to plan and execute initiatives that improve team efficiency, productivity and performance, and drive automation and scale
• Outstanding verbal, written, presentation, and overall communication skills
• Strong business acumen and data analytics skills
• Great cross-functional collaborator with a passion for enhancing customer and partner success
• Hyper-focused on driving results and making things happen. Strong desire to solve challenges, roll up sleeves and get things done, regardless of project scope
• High levels of energy, positive attitude, persistence, and professionalism
• Bachelor's Degree required (MBA a plus)

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About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.