Director, Customer Success Operations

Summary

Join Collage Group's dynamic Customer Success team in our mission to help organizations unleash the power of cultural intelligence to drive brand growth.

Requirements

• 8+ years of experience in Customer Success, Account Management, or a related field; 3+ years in a leadership role
• Bachelor’s degree required; Master’s highly preferred
• 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
• Background in Market Research, MarTech, Data & Insights, Marketing/Advertising/PR Agency or DaaS highly preferred
• 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
• Develop and execute strategies to ensure CSM’s are maintaining high levels of client engagement and satisfaction
• Lead continued development of overall customer journey, including specific steps, processes and tools
• 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
• 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
• Partner with Account Directors to ensure they have all information possible regarding day-to-day client engagement, satisfaction, issues and 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

Benefits

$140,000 - $150,000 base + bonus opportunity