Customer Success Director

Summary

Join Fairmarkit, the leading autonomous sourcing platform, as a Customer Success Director! In this individual contributor role, you will act as a trusted advisor to our enterprise clients, ensuring their success and maximizing their return on investment. Leveraging your expertise in customer management, business acumen, and program management, you will develop and execute customer success plans, drive customer adoption, and maintain strong customer relationships. You will be responsible for achieving customer renewal and growth targets. The ideal candidate possesses extensive experience in enterprise procurement, a consultative approach, and a passion for innovation. This position offers a competitive salary and benefits package, with remote work opportunities potentially available in designated states.

Requirements

• 5+ years of Customer Success experience in the enterprise SaaS software space
• A proven track record of successfully carrying a quota in prior roles
• Experience with the development, execution, and ongoing analytical review of Customer Success plan performance
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with senior business leaders and end users
• A proven background in driving projects to completion, with a plus to Agile/Scrum experience
• Excellent verbal and written communication and in-person and virtual presentation skills
• Strong data analysis and reporting- experience with analytic platforms / data manipulation / spreadsheets
• Ability to work independently and to collaborate effectively across functions
• Experience in forecasting, negotiating, and closing subscription contract renewals and add on sales
• Bachelors' degree in a related field

Responsibilities

• Develop and maintain strong relationships at all levels within the customer organization
• Develop, deliver, and execute customer success plans which define key outcomes and measures for success
• Develop proficiency with all Fairmarkit solutions
• Execute against the defined Customer Journey playbook to support retaining and growing your portfolio
• Be the customer's key point of contact throughout the entire customer life cycle
• Drive customer adoption through training and change management best practices
• Be tenacious in identifying opportunities to deliver ongoing incremental value based on your deep understanding of customer's business, strategic goals, and use cases
• Monitor the adoption rates of assigned accounts; maintain alignment of customer use cases with their business objectives
• Maintain strong customer retention and growth rates aligned with Fairmarkit corporate goals

Preferred Qualifications

Prior experience in enterprise procurement, including an understanding of P2P solutions, processes, and workflows highly desired (SAP, Ariba, Oracle, Coupa)

Benefits

• $125-178K OTE salary + benefits
• Remote work opportunities may be limited to designated states