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Director, Customer Success

2 months ago

San Francisco, United States SaaStr Full time
Job DescriptionJob Description

SaaStr is the world’s largest community of SaaS executives, entrepreneurs, and founders sharing best practices and learning how to grow their businesses faster, with less stress and more success.

Our community engages with us through our incredibly popular blog, podcast and content resources, events (including our Annual event which has over 10,000 attendees in San Francisco / Digitally and 2,500 in Europe) and more.

In particular for this role, SaaStr has $15m+ of sponsorship (customer) revenue to renew and close and owning a significant piece of the fulfillment, customer success, and renewal cycle here will be your job

About You and More Details

SaaStr is looking for a motivated and team-oriented Director, Customer Success to join our team.

Job #1 is being the owner of all strategic sponsors (top 30-40 accounts) to our global events. This includes being the point of contact for strategic accounts, owning the orchestration of client deliverables, ensuring client success, and ultimately setting the client up to renew their sponsorship package.

Your #1 KPI: Renewal revenue. Driving up sponsor renewals in the aggregate will be your job We will help you, support you, train you, and then you’ll help us do better here.

This person will be an integral part of our revenue team ensuring that our largest sponsors have a wonderful experience with SaaStr and continue to increase their investment every year. As the fastest growing technology conference in the world, SaaStr will continue to add more and more strategic sponsors & partners, and with that will be a huge growth opportunity for this role.

Responsibilities:

  • Own increasing the revenue retention number for SaaStr
  • Operate as the lead point of contact for any and all matters related to sponsors
  • Execute sponsorship fulfillment and communicate all timelines and deliverables to your accounts
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Build and maintain strong, long-lasting client relationships to ensure long term client satisfaction and referenceability
  • Educate and drive adoption of SaaStr’s full sponsorship offerings, bringing in our sales team when necessary for demonstrations
  • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors through quarterly business reviews
  • Develop new business with existing clients and/or identify areas of improvement to exceed sales quotas
  • Forecast & track key account metrics in internal SaaStr meetings
  • Assist with high severity requests or issue escalations as needed

Skills:

  • Experience in an account management capacity. SaaS/B2B experience helps a bit, but any client-facing experience is good if you also have a passion for business software. (But, if you have no interest in Slack/Box/Mailchimp/Hubspot at all, you won’t be happy here).
  • Some experience with larger accounts, ideally at least a few at $100k+
  • Expert on client relationship management
  • Passion for building relationships with your clients
  • High attention to detail
  • Experience working with Salesforce a plus

Experience:

  • BS/BA or equivalent
  • >3.0 years of experience managing clients post-sales
  • Experience visiting customers on-site & mapping out multiple stakeholders at company
  • Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level executive.

This role would report directly to our Operations team and also work very closely with our VP Sales and revenue team.

Owning the relationship with a $6M+ book of business is plenty But there is also an opportunity to help own or grow out our post-sales function as well as refine our strategy for up-selling and cross-selling as SaaStr continues to expand and host more shows around the world.

SaaStr has a huge global impact but is a very small team (