Director of Customer Success

Position Overview:

The Director of Customer Success will play a pivotal role in shaping our customer success strategy driving adoption of self-service offerings and ensuring customer satisfaction and retention. This role requires a blend of strategic thinking technical forward-thinking and strong leadership skills to guide our team towards achieving our customer success goals in a rapidly evolving tech landscape using tools such as AI and automation.

Key Responsibilities:

Strategic Leadership:

-Develop and implement a customer success strategy aligned with company objectives and focused on enhancing self-service offerings.

-Drive innovation in customer success processes and methodologies leveraging AI and technology to optimize customer interactions and outcomes.

-Collaborate cross-functionally with product sales and marketing teams to ensure alignment and integration of customer success initiatives.

Team Management & Development:

-Lead mentor and inspire a high-performing customer success team fostering a culture of continuous learning collaboration and innovation.

-Set clear performance expectations provide regular feedback and implement effective coaching and development plans to support team growth and success.

-Establish and monitor key performance indicators (KPIs) to track team performance customer satisfaction and retention metrics.

Customer Engagement & Retention:

-Build and nurture strong relationships with key customers serving as a trusted advisor and advocate to drive value realization and long-term loyalty.

-Proactively identify and address customer needs challenges and opportunities leveraging data-driven insights and analytics to inform decision-making.

-Implement proactive engagement strategies including personalized outreach educational resources and self-service tools to enhance customer satisfaction and retention.

Product & Service Advocacy:

-Champion the voice of the customer internally providing valuable feedback and insights to inform product development enhancements and roadmap prioritization.

-Collaborate with product management and engineering teams to ensure customer success requirements are integrated into product design development and delivery processes.

-Promote the benefits and value of our self-service offerings to existing and prospective customers through targeted marketing sales enablement and educational initiatives.

Requirements:

• Bachelor’s degree in Business Technology or related field; Master’s degree preferred.

• 8+ years of experience in customer success account management or related roles with a proven track record of driving customer engagement retention and satisfaction in a tech-forward environment.

• B2B and B2C SaaS experience

• Strong understanding of AI technology trends and self-service solutions with the ability to translate technical concepts into business value.

• Exceptional leadership communication and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.

• Strategic thinker with the ability to develop and execute customer success strategies initiatives and programs that drive measurable results.

• Analytical mindset with the ability to leverage data and metrics to inform decision-making optimize processes and drive continuous improvement.

• Passion for customer success innovation and delivering exceptional customer experiences in a fast-paced dynamic environment.