Senior Director Customer Success

About the Role:

As the leader of Customer Success you are responsible for helping your team drive adoption and engagement across our smb and enterprise customer base.  Your role is to understand the customer journey, creating the strategy playbook of solving customers' unique challenges and helping them achieve their learning objectives to ensure they succeed with all their data fluency goals. Success in this role is dependent on your ability to mentor and coach your customer success managers to exceed their KPIs and achieve best in class renewal rates. 

• Oversee strategy of our three customer segments: small business, midmarket and enterprise, enabling tech methodologies to scale customer touchpoints as well as white glove services for our most strategic partnerships. 
• Mentor and manage a team of 10+ Customer Success Managers to instill best practices to mitigate churn and boost revenue.
• Create strong relationships with data and L&D professionals, executives and C-Suite, holding business reviews to convey the value of DataCamp, report on ROI and build strong brand advocates.  
• Define customer health metrics around adoption, engagement and satisfaction to create KPIs and hold the team accountable to hitting their goals. 
• Collaborate cross functionally with Sales, Product, Content, Engineering to act as the voice of the customer and continuously improve customer experience. 

• 5+ years of Customer Success experience and 2+ years management experience, with a commitment to building a long-term career in Customer Success.
• Passion for customer service and building relationships by delivering on value.
• Demonstrable track record of successfully renewing and expanding enterprise accounts.
• You are highly organized, and have experience managing productivity metrics and renewals using Salesforce or other CRM.
• Familiarity with the data science field and typical data science workflows.
• SaaS experience is a plus.