Director, Enterprise Customer Success (West)

Job Title: Director, Enterprise Customer Success (West) 

Location: San Francisco, Chicago or Atlanta

WHY YOU’LL LOVE SALESLOFT:

Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

These are the values that define who we are, and which have empowered our staggering growth since our founding in 2011. 

Based in Atlanta, Georgia, with additional offices in San Francisco, New York, Indianapolis, London and Guadalajara, SalesLoft has over 400 employees and is growing by the day.  As a testament to the culture and company we've collectively built, our world-class team has been named twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ featured by The New York Times as a start-up that ‘may be the next unicorn... on a path to a $1B valuation,' and has consistently been recognized as a ‘#1 Best Place to Work in Atlanta.’  SalesLoft is disrupting the Sales Engagement space and is on a mission to activate the authentic seller in all of us. 

We’re on a mission to redefine an industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains the nation’s elite talent.  

At SalesLoft, our Director, Enterprise Customer Success is pivotal to our company’s success.  You will be a key member of our fast-growing Customer Success Organization acting as an influential leader driving our customer strategy. You will manage a high-performing team of 10+ Customer Success professionals, empowering your team to deliver a best in class customer experience to our Enterprise customers, our highest potential growth customers in the company.  

In this role, your priorities will be to partner with other CS leaders and your Revenue counterparts to refine processes, systems, and resources to successfully support our largest customers. You will own your team’s performance metrics and be responsible for guiding them to meet and exceed their goals.   You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are doing the same in their own books of business. You will own the renewal forecast for your segment, reporting metrics to our executive team weekly and reporting on renewal trends quarterly.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to standardize activities that CSMs execute at each stage in the customer journey. Internal alignment is critical to success, you will partner closely with Marketing, Sales, Product and other internal stakeholders to rally the organization around customer outcomes. Daily you’ll focus on developing your team - coaching them to deliver ROI and strategic guidance for their customers. Remember, you are an innovator of our customer experience and you will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer facing leader who will manage a team of CSMs dedicated to engaging, retaining and driving our customers' outcomes with of SalesLoft product offerings. The Director, Enterprise Customer Success is measured on the retention and adoption index of a book of business within the Enterprise portfolio of SalesLoft’s customers. 

On a day-to-day basis, you will be responsible for holding one on one’s with your team to coach, develop, and progress their own careers at SalesLoft and beyond. You will develop our strategy for managing high-touch customers while also keeping a mind for scale, focusing on growing the team and evolving the customer experience as we expand our customer base. You will partner with Enterprise sales teams to provide pre-sales support in communicating the customer success experience to prospective customers. You will surface trends and advocate to our technical support and product teams, amplifying the voice of the customer. You will also communicate internally, educating departments on the value that the customer success team delivers through customer win stories. 

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming the Director, Enterprise Customer Success is the career path for you!

THE TEAM:

Our SalesLoft’s Customer Success team is comprised of seasoned and up-and-coming account management professionals who are all aligned on one mission: to redefine the Sales Engagement space and activate the authentic seller in all of us. 

The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the SalesLoft Product Suite.   We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• 8+ years of relevant experience (customer success & sales) 
• 2+ years of managerial experience
• Demonstrated ability leading a customer facing team to exceed performance goals — strong people management, coaching and development experience
• High level of business acumen and an ability to communicate effectively with internal financial stakeholders
• Able to influence through gaining buy-in, persuasion, negotiation, and consensus building
• Confident in presenting strategy, insights, financial/non-financial achievements, and quarterly progress updates to senior stakeholders in a compelling manner
• History of improving processes, methodologies, programs or frameworks that increased team performance
• Demonstrated ability to conduct compelling on-site presentations to C-Level executives
• Experience engaging Partners in customer conversations to drive additional business value
• Experience establishing strategic C-level relationships
• Excellent organization, project management and time management skills 
• Ambitious and driven, thriving in a fast-paced and demanding environment 
• Teamwork mentality and willingness to assist wherever needed 
• Ability to effectively train and present to large remote audiences 
• Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality

WITHIN ONE MONTH, YOU’LL:

• Attend SalesLoft’s New Hire Orientation, where you will learn our SalesLoft story and understand what makes our “Lofters” unique 
• Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
• Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the SalesLoft team, and delve into your territory 
• Get to know your direct reports and begin hosting 1:1s with them
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Product, Finance, Marketing, Executives etc. - they will be key relationships for you 

WITHIN THREE MONTHS, YOU’LL:

• Begin building relationships at the senior level with customer accounts
• Have proficiency in both the SalesLoft product capabilities as well as modern sales engagement best practices
• Report Enterprise renewal forecast at weekly forecasting meetings
• Assess your team’s skills and areas for development or enablement

WITHIN SIX MONTHS, YOU’LL:

• Be coaching your team to consistently meeting and exceeding their quarterly targets
• Craft the go-forward strategy for Enterprise customer success including metrics, resources, processes, and technology needed to scale
• Present financial and non-financial team performance to SalesLoft executives

WITHIN TWELVE MONTHS, YOU’LL:

• Be the example for new CSMs and leaders, assisting in team development and setting strategy
• Be an evangelist of the customer experience internally and with customers
• Have a thorough understanding of the challenges our customers face and advocate for resources, roadmap evolution and process changes needed to best serve our customers

 IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

SalesLoft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.