Director of Customer Success

Summary

The job description is for a Director of Customer Success at Remofirst, a growing company that offers a full-range people management tool and employee benefits. The role involves leading a global team, driving customer satisfaction, retention, and growth, and collaborating with cross-functional teams.

Requirements

• Bachelor's degree
• Proven experience in a leadership role within Customer Success, preferably in a global organization

Responsibilities

• Lead and manage a global team of Customer Success Managers, Hiring Managers and Support teams
• Develop and execute strategies to drive customer satisfaction, loyalty, and advocacy
• Proactively identify and address customer concerns and challenges
• Collaborate with Sales and Product teams to identify opportunities for upsell, cross-sell, and expansion within existing client accounts
• Develop and execute strategies to drive adoption, usage, and value realization of their products/services among customers
• Develop and refine Customer Success strategies, goals, and KPIs aligned with company objectives
• Create and maintain documented playbooks, processes, and standard operating procedures to ensure consistency and efficiency in customer interactions
• Evaluate and optimize processes to improve team productivity and effectiveness
• Establish key metrics and performance targets for the Customer Success team, tracking progress and driving accountability

Benefits

• Competitive compensation
• Work equipment of your choice
• 100% remote work
• PTO regulated by local statutory