Director of Customer Success

Summary

Join FSI's passionate team as the Director of Customer Success and play a pivotal role in driving revenue growth. Lead and manage a team of Customer Success Account Managers, exceeding customer satisfaction and retention targets. Develop and execute strategies to enhance customer engagement, build strong client relationships, and act as a trusted advisor. Implement SaaS Customer Success Best Practices, manage and scale the team, and lead change management efforts. This role requires proven success in B2B customer success, ideally in healthcare or CMMS, along with strong analytical and leadership skills. The position is remote with occasional travel.

Requirements

• Proven track record of success in B2B customer success role, ideally in the healthcare or CMMS industry
• Experience managing, training, and leading customer success teams
• Strong analytical skills and a track record of data-driven decision-making
• Strategy for improving retention and track record of meeting targets
• Excellent listening, communication, negotiation, and presentation abilities
• Proven ability to articulate the distinct aspects of services and products
• Willingness to support and problem-solve with customers
• Ability to build relationships internally to ensure alignment between Sales, Marketing, Finance, and Professional Services
• Clear understanding of the processes necessary to meet needs of large clients
• Demonstrated experience forming a culture of performance and collaboration

Responsibilities

• Develop and execute strategies to enhance customer engagement and satisfaction
• Build strong relationships with key stakeholders to understand their needs and ensure they derive maximum value from our solutions
• Act as a trusted advisor to clients, providing insights and recommendations to help them achieve their business objectives
• Manage customer advisory board meetings and lead FSI’s Annual User Conference committee
• Establish a customer advocacy program to leverage satisfied clients for case studies, testimonials, and referrals
• Create and maintain customer success plans tailored to individual client needs, outlining goals, milestones, and success metrics
• Conduct regular business reviews with clients and ensure each team member is managing assigned accounts appropriately to track progress, address concerns, and identify opportunities for further value
• Implement a customer health scoring system to proactively identify at-risk accounts and develop intervention strategies
• Utilize customer feedback and data analytics to continuously improve customer journey and enhance product features
• Lead, mentor, and develop a high-performing customer success team
• Establish team goals and objectives and monitor performance to ensure alignment with company targets
• Foster a collaborative and supportive team culture that encourages continuous learning and professional growth
• Lead change management efforts to ensure smooth transitions during the implementation of new processes and technologies
• Develop and deliver training programs to support clients and internal teams during change initiatives
• Identify potential risks and develop mitigation strategies to ensure successful change adoption
• Design and implement new business processes to improve efficiency and effectiveness in customer success operations
• Continuously evaluate and optimize existing processes to enhance customer satisfaction and operational performance
• Set and monitor key performance indicators (KPIs) to measure the success of customer success initiatives
• Utilize data-driven insights to inform decision-making and drive continuous improvement

Benefits

• Remote work
• Occasional travel (estimated at 25% of time)