Director, Customer Success

Summary

Join Collage Group's Customer Success team and lead a team of Customer Success Managers focused on Fortune 500 accounts. You will develop and execute strategies to ensure high client engagement and satisfaction, building strong relationships and leveraging internal resources. Responsibilities include designing onboarding programs, implementing customer education initiatives, and establishing KPIs. You will partner with other departments to ensure a seamless customer experience and provide feedback for platform improvements. The ideal candidate will have extensive experience in customer success and leadership, along with strong analytical and communication skills. A competitive base salary and bonus opportunity are offered.

Requirements

• 8+ years of experience in Customer Success, Account Management, or a related field; 3+ years in a leadership role
• Bachelor’s degree required
• Demonstrated experience managing and developing Customer Success functions, in a B2B environment, with a strong eye towards Customer Lifecycle Management and Customer Advocacy
• Proven ability to gather, organize, and analyze data for account and team management, strategy development, forecasting, health monitoring, and churn reduction
• Excellent communication, problem-solving, and interpersonal skills, with the ability to build lasting customer relationships
• Ability to think strategically while also focusing on tactical execution

Responsibilities

• Lead, manage, train and coach a team of 4-5 Customer Success Managers working with ~20-25 Fortune 500 accounts each, with company objective of doubling the business over the next few years
• Develop and execute strategies to ensure CSM’s are maintaining high levels of client engagement and satisfaction, building strong relationships, and tapping internal resources to support client needs and drive value
• Lead continued development of overall customer journey, including specific steps, processes and tools. Ensure team meets clients at key moments of value, fostering renewal and growth
• Design and implement scalable onboarding programs to ensure new clients effectively adopt and maximize the platform
• Design and implement customer education initiatives, including partnering with other departments to design and implement webinars, tutorials, and knowledge base resources, ensuring clients fully understand and leverage all our products, with a focus on building and maintaining a very strong ongoing relationship
• Establish and track KPIs around customer health, satisfaction, risk and opportunities. Present regular updates and insights to leadership, including predictive analysis and recommendations
• Identify business trends to find opportunities for improving client satisfaction and customer experience, driving strong retention and growth
• Partner with Account Directors to ensure they have all information possible regarding day-to-day client engagement, satisfaction, issues and opportunities as they pursue renewal and expansion opportunities
• Partner with sales, product, and marketing teams to ensure a seamless customer experience and to provide feedback for platform improvements
• Manage customer service related issues and escalations with agreed SLAs to ensure responsiveness to customer needs

Preferred Qualifications

• Master’s degree
• Background in Market Research, MarTech, Data & Insights, Marketing/Advertising/PR Agency or DaaS
• Passionate about Cultural Intelligence

Benefits

• Compensation: $140,000 - $150,000 base + bonus opportunity
• Travel up to 10%