Remote Senior Director, Global Customer Success

Summary

Join our team as Sr. Director of Customer Success to lead the charge in establishing and scaling the customer success function, building a high-performing team, and creating strategies and programs to make our customers successful.

Requirements

• A customer success leader with experience driving high-growth, scaling organizations
• Proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software
• Demonstrated experience in building a customer success program from the ground up, establishing the operational foundation for future scalability
• A master collaborator with a proven ability to work effectively across departments
• A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base
• An agile leader who thrives in a fast-paced, dynamic environment. Comfortable tackling diverse challenges and wearing multiple hats

Responsibilities

• Define, develop, and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of our customers
• Establish a common operating framework and partner cross-functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)
• Build, lead, and motivate a high-performing customer success team
• Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership
• Scale the team with data and metrics, including gross retention, NPS (Net Promoter Score), and CES (Customer Effort Score)
• Lead and support a variety of strategic customer success projects
• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals
• Develop strategies for services-generated revenue, including planning, forecasting, and execution

Benefits

• Robust benefits package, including health and dental and 401k with company match
• Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Free subscription to the Calm App for you and up to 4 dependents!
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community