Director, Customer Success

Summary

Join CoLab, a company revolutionizing engineering design, as their dynamic Director of Customer Success. Lead and develop a high-performing team of Customer Success Managers, focusing on onboarding, relationship management, and customer growth. You will implement strategies to maximize customer value and retention, collaborating closely with sales, product, and marketing teams. This pivotal role requires proven leadership experience in customer success, a strong analytical background, and excellent communication skills. CoLab offers attractive compensation, comprehensive benefits, and a supportive work environment.

Requirements

• Proven experience in a leadership role within Customer Success or Account Management
• Demonstrated ability to develop strategies that drive customer retention and growth. Ability to speak to quantifiable impact of strategies
• Proven track record of recruiting, hiring, and scaling world class customer success teams
• Demonstrated experience scaling customer success teams in a high-growth B2B software organization from early stages
• Strong analytical skills with experience in data-driven decision-making
• Excellent communication and interpersonal skills, capable of building relationships at all levels

Responsibilities

• Develop and implement customer success strategies aligned with company objectives
• Set measurable KPIs in partnership with the SVP CS for customer adoption, value, retention, & growth
• Identify opportunities for upselling and cross-selling to enhance revenue streams in partnership with Sales
• Lead by example, routinely embodying all of CoLab’s value and upholding themselves to a high standard of excellence
• Work in incredibly close partnership with the Customer Enablement Specialist to define their roadmap, collaborate on assets being developed, support the enablement and performance expectations of the team aligned to assets shipped
• Recruit, lead, develop, and retain top talent providing effective coaching, career development, and performance management
• Establish clear roles and responsibilities within the team and implement performance management systems
• Foster a culture of continuous improvement and professional development
• Oversee onboarding processes to ensure a seamless transition for new customers
• Build and maintain multi-threaded relationships with key stakeholders, including executive-level contacts
• Implement proactive outreach programs to address customer needs and reduce churn
• Act as a point of escalation to support CSM’s when needed
• Collaborate with sales, product, and marketing teams to align customer success efforts with overall business strategies
• Provide insights on customer feedback to influence the processes and impact x-functional teams have on maximizing customer value > retention & growth
• Analyze customer engagement metrics to assess the health of customer relationships
• Develop reports on team performance and customer satisfaction to share with senior leadership

Preferred Qualifications

Strong knowledge of engineering software, manufacturing best practices, or experience in a technical environment encouraged

Benefits

• Attractive compensation
• Comprehensive benefits
• Strong commitment to work-life balance