Remote Director of Customer Success

Summary

Join Time Doctor as the Director of Customer Success, East, where you'll drive customer success for EMEA and APAC regions, leading a high-performing team to optimize customer satisfaction, retention, and growth.

Requirements

• Proven experience in customer success leadership roles within a B2B SaaS environment, ideally at a high-growth company
• Expertise in SaaS business models and customer success best practices
• Deep experience managing Customer Success for self-service and sales-led SaaS solutions
• Ability to garner insights from customer usage to support value-driven conversations with customers to build a mutual success plan
• Expertise in negotiating contract terms, renewals, discounts and churn mitigation
• Success managing and scaling diverse, distributed teams across different geographies and cultures
• Strong track record of leading teams focused on customer engagement, onboarding, retention, and growth
• Deep understanding of data-driven decision-making, customer engagement strategies, and lifecycle management
• Exceptional leadership, with a hands-on approach to building a high-performance team
• Outstanding communication, emotional intelligence, and presentation skills to work cross-functionally and engage with executive stakeholders
• Ability to thrive in a remote work environment, managing teams across various time zones

Responsibilities

• Build, inspire, and lead a world-class customer success team
• Implement strategies and best practices to help the CS team build strong, proactive relationships with customers through regular check-ins, executive business reviews, and active feedback loops
• Work hands on with our top accounts to establish and maintain relationships with key customer stakeholders, drive successful business outcomes, lead Executive Business Reviews and drive revenue growth opportunities
• Develop and execute strategies to increase customer net revenue retention (NRR) rates and partner with Sales/Account Management to expand revenue opportunities within the existing customer base
• Shape and implement a customer success strategy focused on the growth of our business, aligning with market trends, customer needs, and product feedback
• Oversee the customer lifecycle, from onboarding through to renewal and expansion. Design and implement processes and playbooks to improve efficiency and results at every stage
• Ensure an effective onboarding process, driving rapid time-to-value for customers. Develop data-driven strategies to promote product adoption and ensure customers achieve their ROI goals
• Cultivate a community of advocates by turning satisfied customers into brand ambassadors. Encourage participation in case studies, testimonials, and referral programs
• Leverage data analytics to drive insights into customer sentiment and product utilization. Use these insights to refine processes and ensure continuous improvement
• Recruit, mentor, and develop a high-performing team that delivers outstanding customer outcomes. Provide coaching and resources to foster career growth and success within your team
• Work closely with the Revenue and Product Engineering teams to ensure customer needs are met and product feedback is incorporated into future developments

Benefits

100% remote role