Remote Director, Customer Success

Summary

Join our team as the Director of Customer Success and lead the team to drive customer lifetime value through driving product adoption, higher customer satisfaction, and greater customer engagement.

Responsibilities

• Understand the corporate strategy and direction, and translate high level goals into manager and CSM outputs that are measurable
• Motiviate, encourage, and inspire the team to act out the Cobalt mission
• Operate with a high degree of accessibility and transparency
• Work cross functionally with peers in Product, Marketing, Sales, Enablement, and Delivery to make impactful changes that result in improved business and customer outcomes
• Become intimately familiar with the drivers of Customer Success at Cobalt, ensuring these signals are measured and operationalized
• Leverage tools, systems, and processes to drive execution of Corporate and Departmental strategy
• Have a coaches eyes for recognizing development opportunities across Manager and CSM levels, with the ability to coach 1:1 as well as recognize trends that necessitate larger enablement opportunities
• Customer facing with the ability to build relationships among key accounts, and assist with risk mitigation efforts
• Retention forecasting at team, segment, geographic and individual levels
• Lead the team to Influence customer lifetime value through driving product adoption, higher customer satisfaction through positive customer experience
• Ensure greater customer engagement and relationships at multiple levels with customer organizations, leading to customers willingness to be a reference for Cobalt