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Director of Customer Success

2 months ago

Broomfield, United States Simpro Full time
First Things First - What We Can Offer You
  • Responsible Time Off
  • Opportunities for growth and development
  • Second-to-none product training provided
  • Comprehensive medical, dental, vision package with 100% employer paid options
  • 401k/Retirement Plan with 6% employer match
  • Flexible work environment
  • Dog-friendly office environment
  • Free parking
  • Happy hours and office games
  • Ground-breaking parental leave program
  • $5k Travel Grant for medical procedures
The Job The North American Director of Customer Success works closely with the global VP of Customer Success to develop and implement the Customer Success strategy for North America, with a strong focus on the successful growth and retention of our customer base.

Salary: Up to $170,000 based on experience + commission. What You’ll Do

  • Collaborate with the VP Customer Success in the development and implementation of the Customer Success strategy to drive revenue.
  • Coach the team to own all commercial expansion and renewal motions after the initial sale. The role is accountable for Net Revenue Retention for the region.
  • Determine the Customer Success team’s goals and plan how to improve operations, to ensure Company goals are achieved.
  • Develop and execute strategies to maximise the value Simpro’s customers get from the platform.
  • Analyse customer (and other) data to monitor team performance and measure the effectiveness of the Customer Success strategy.
  • Support, grow and develop Customer Success managers, monitor their success, and provide highly effective line management.
  • Recruit, induct and onboard new members of the Customer Success team.
  • Encourage and lead collaboration between teams and provide constructive feedback on churn and cancellation reasons.
  • Be a customer champion, ensuring their views are represented in the company and are used to drive continual improvement measures that increase customer satisfaction.
  • Work with others to define (and continuously refine) Customer Success best practices and process across the global team.
  • Lead by example, by taking a hands-on approach with customers, demonstrating what best-in-class looks like both in terms of operational effectiveness and client communication.
What You’ll Bring
  • Experience in Account Management or Customer Success as well as leadership experience (e.g as Head of or Director of Customer Success/ Account Management team), preferably in a SaaS business.
  • Experience of working in both high-touch and digital/scale customer success environments.
  • A strategic mindset and ability to build and maintain business insight.
  • Demonstrable experience of owning and delivering on commercial goals, which has resulted in customer growth and retention.
  • Excellent people management skills and experience building highly effective teams.
  • The ability to create a strong and positive team culture (conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner).
  • Exceptional customer relationship skills, with the ability to develop and build profitable and successful working relationships with executive stakeholders.
  • Excellent interpersonal skills (self-awareness, empathy, approachable conflict resolution, negotiation, and influencing skills diplomacy, tact etc.) and the ability to collaborate effectively across teams.
  • Empathy for customers along with passion for revenue and growth.
  • Strong analytical skills and a process-oriented mindset.
  • Be tech savvy and have a genuine interest in software and product.
Core values required of all Simpro employees:
We Are One Team We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

At Simpro Group and its affiliated companies (Simpro, AroFlo & ClockShark) we have an open culture and we believe in direct communication and diversity. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor. So, if you'd like to join a fun and progressive organisation where there are opportunities to develop your career, please apply now with your CV/resume.
  • Please note, no agencies will be accepted in the recruitment of this role. We would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.

Welcome

Welcome to Simpro Together with ClockShark and AroFlo, we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together

About Us

Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises three industry-leading companies, Simpro, AroFlo, and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro and AroFlo provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions.Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making.Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.
Ready to transform your business? Explore our products at simprogroup.com, aroflo.com and clockshark.com.