Senior Director, Customer Success

Summary

Join Modern Campus as a Senior Director, Customer Success to lead customer success initiatives, empower clients to leverage solutions, build strong relationships, and drive organizational growth. Direct the Customer Success Team, manage daily operations, and deliver seamless strategies. Optimize the customer journey, reduce churn, and identify new opportunities. Build the Customer Success team from the ground up, design account coverage plans, and focus on customer retention and satisfaction. Collaborate with various teams to improve processes and serve customers better. Provide product feedback and ensure updated health metrics. This role requires proven leadership experience, strong communication skills, and expertise in customer success best practices.

Requirements

• Proven track record of building relationships with senior customer executives in large or highly strategic accounts
• Manage and nurture executive relationships with customers, including management of executive-level escalations
• Expert level collaboration skills, applied successfully within a team as well as other areas
• Ability to self-direct and self-motivate your efforts, both short- and long-term, to meet deadlines and maintain high quality content, without the need for close supervision
• Exceptional organizational, multi-tasking and time management skills
• Strong writing/presentation building, verbal, written, digital and graphic communication skills
• Advanced problem solving, critical thinking and analytical skills
• Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices
• Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
• Excellent communication skills, displaying confidence and skill in varying customer situations
• Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management
• 5 years of leadership and management experience in a customer success or support role

Responsibilities

• Direct the Customer Success Team, the day-to-day operations, for managing the success efforts across multiple products
• Deliver seamless strategy, addresses escalated customer issues with the appropriate internal team(s) with the speed and urgency epitomizing our Modern Campus value “we run toward problems.”
• Optimize the customer journey by creating programs and initiatives to improve engagement, usage and achievement of customer goals
• Develop and drive customer success outcomes of reducing customer churn, scouting new customer opportunities for the sales team and supports new business growth through greater advocacy and customer championship of Modern Campus’ products and service
• Building the Customer Success team from the ground up
• Working on the Customer Success structure such as resourcing, performance reviews, and compensation plans
• Design account coverage plan and deploy, with flexibility for growth and evolution of strategy between client retention and client growth
• Focus on Customer Retention and satisfaction. Be actively involved in Customer feedback and surveys
• Optimizing and supporting the overall customer journey; strategy for launching and supporting customers in an efficient way to improve engagement, usage and achievement of customer goals and satisfaction (CSAT & NPS)
• Training, upskilling, and onboarding of the Customer Success team
• Evaluation of System requirements. Building processes to ensure key data updates are completed within the systems and plans
• Reporting on KPIs and Metrics tied to and influenced by the Customer Success team
• Planning and Strategy projects with Modern Campus Leadership to align Customer Success goals with company goals and outcomes
• Attending conferences and webinars for Customer networking
• Collaborating with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes on the way we operate our business across the Account team eco-system to serve our customers better & meet their needs
• Ensure updated health metrics and work cross-functionally to develop processes to reduce time to value and improve customer satisfaction, driving an increase in references and champions
• Provide feedback to the Product team to prioritize road map features and enhancements
• Collaborate with Sales and Account Management teams and act as a resource on calls, meetings, and visits

Preferred Qualifications

• Bachelor’s or MBA preferred
• Experience successfully building and scaling Customer Success teams preferred

Benefits

• The base salary range* for this full-time position is between $125,000 - $175,000
• Remote first workplace! – must be located in North America
• Rewards and recognition programs
• Learning and development opportunities