Director of Customer Success

Introduction to Demandbase: 

Demandbase is the Smarter GTM™ company for B2B brands. We help marketing and sales teams overcome the disruptive data and technology fragmentation that inhibits insight and forces them to spam their prospects. We do this by injecting Account Intelligence into every step of the buyer journey, wherever our clients interact with customers, and by helping them orchestrate every action across systems and channels - through advertising, account-based experience, and sales motions. The result? You spot opportunities earlier, engage with them more intelligently, and close deals faster. 

As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture, and the community around us. We have offices in the San Francisco Bay Area, New York, Seattle, and teams in the UK and India, and allow employees to work remotely. We have also been continuously recognized as one of the best places to work in the San Francisco Bay Area.

We're committed to attracting, developing, retaining, and promoting a diverse workforce. By ensuring that every Demandbase employee is able to bring a diversity of talents to work, we're increasingly capable of living out our mission to transform how B2B goes to market. We encourage people from historically underrepresented backgrounds and all walks of life to apply. Come grow with us at Demandbase!

About the Role:

As Demandbase’s Customer Success team grows, we are looking for a proven Director of Customer Success who is capable of inspiring and motivating a world-class team. In this role, you will build, coach, and manage a quickly scaling team of Mid-Market Customer Success Managers. As a member of the Customer Success Leadership team, you will work closely with a multitude of cross-functional partners to improve our processes and drive adoption and retention.

The compensation range for this role is: $148,750 - $198,000 which is not inclusive of any additional bonus or variable compensation. 

What you’ll be doing:

• Coach, manage, and mentor a high-performing team of managers, leads, and individual contributors.
• Work with customers of all industries across North America to drive satisfaction and further engagement and adoption.
• Help create and iterate on processes to accelerate onboarding, and increase automation and scalability of the team.
• Scale the Customer Success Commercial business through digital touch. 
• Participate in formulating key strategic decisions as a part of the CS leadership team.
• Measure team effectiveness by forecasting, OKR completion, and clearly defining outcomes.
• Responsible for contributing best practices to increase product adoption and customer satisfaction.
• Driving continuous improvement through timely feedback, weekly 1:1 meetings, and team building.
• Ensuring the team has the training, coaching, and tools necessary to improve customers’ experience.
• Partnering proactively and developing strong relationships with cross-functional leads.

What we’re looking for:

• 10+ years experience in Customer Success with a proven track record of meeting retention and adoption goals
• 3+ years as a Director of Customer Success at a high-growth B2B SaaS company
• 5+ years of experience running Customer Success teams.
• Strong foundation in the Customer Success processes and KPIs
• Excellent ability to communicate, ability to quickly build relationships, and work well cross-functionally
• Background of hiring, training, and enabling CSMs with strong performance management skills
• Excellent ability to identify and resolve problems in CS processes
• Solid understanding of SaaS applications within marketing and/or advertising technology
• Web marketing, Analytics, AdTech, and CRM experience is a plus
• CRM reporting and data analysis/modeling experience is a plus
• Comfortable and willing to be a hands-on contributor

A Few Traits That Will Be Helpful To Achieve Success In This Role:

• Ability to handle high-pressure customer engagements with poise, patience, and persistence. 
• Ability to effectively communicate and build relationships with Executive contacts.
• Ability to handle multiple projects simultaneously while maintaining a positive & optimistic attitude.
• Flexible thinking. We’re looking for highly adaptable people to help us continue to grow this fast-evolving business. 
• Effective problem-solving and cross-functional management skills.
• Partnering proactively and developing strong relationships with internal teams.
• Serving as the internal and external point of contact on customer escalations and ensuring customer issues are resolved as expediently as possible.

Benefits:

Our benefits include options for up to 100% paid Medical, Dental, and Vision premiums, flexible PTO policy, no internal meeting Fridays, Modern Health mental wellness platform, and 11 paid holidays and 2 additional weeks where all Demandbase employees take off (the week of July 4th and the week of Thanksgiving). Plus 401(k), short-term/long-term disability, life insurance, and all those good things.