Director Of Customer Success

Summary

We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams at Virtuous. The role involves optimizing the customer journey, driving customer value, leading cross-functionally, maximizing CS specific platforms and tools, owning key metrics for your team, and recruiting, mentoring, and inspiring a world-class team.

Responsibilities

• Own and optimize customer journey
• Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits
• Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery
• Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage
• Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress
• Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors
• Collaborate with Director of Customer Onboarding and Services to optimize time to value
• Understand change management best practices for nonprofits
• Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Define, drive, and demonstrate the value (ROI) delivered to customers
• Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities
• Define organization-wide responsibilities for each stage of the customer journey
• Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
• Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile
• Facilitate the adoption of essential processes in ChurnZero
• Ensure ChurnZero is our company’s single source of truth for customer health
• Create and/or refine dashboards to measure customer success
• Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time
• Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys
• Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
• Recruit, mentor, and inspire a world-class team
• Build a pipeline of great CSM candidates to meet the needs of our quickly growing team
• Establish an effective interview process
• Establish performance expectations and growth paths for team members and provide regular relevant feedback
• Transition out underperforming team members
• Develop enablement strategies for CSMs
• Cultivate a culture of customer delight by adopting a 'best for Virtuous, best for the customer' approach
• Revise CSM compensation plans annually or as necessary
• Determine the segmentation of the customer base and align the team structure and levels accordingly