Director, Customer Success
4 days ago
About SaaStr
SaaStr is a leading community of SaaS executives, entrepreneurs, and founders dedicated to sharing best practices and learning how to grow their businesses faster, with less stress and more success.
Our community engages with us through our popular blog, podcast, and content resources, as well as events, including our annual conference with over 10,000 attendees in San Francisco and 2,500 in Europe.
In this role, you will be responsible for managing a significant piece of the fulfillment, customer success, and renewal cycle for SaaStr's $15m+ sponsorship revenue.
About the Role
We are seeking a motivated and team-oriented Director, Customer Success to join our team. As the owner of all strategic sponsors (top 30-40 accounts) to our global events, you will be the point of contact for these accounts, responsible for ensuring client success and setting them up for renewal.
Your primary goal will be to drive up sponsor renewals in the aggregate, and we will provide you with the necessary support, training, and resources to achieve this.
This role 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.
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 and track key account metrics in internal SaaStr meetings.
- Assist with high-severity requests or issue escalations as needed.
Requirements
- Experience in an account management capacity, preferably in a SaaS or B2B environment.
- Some experience with larger accounts, ideally at least a few at $100k+.
- Expertise in client relationship management.
- Passion for building relationships with clients.
- High attention to detail.
- Experience working with Salesforce is a plus.
What We Offer
This role will report directly to our Operations team and work closely with our VP Sales and revenue team. You will have the opportunity to own a significant book of business and help shape the post-sales function as SaaStr continues to expand and host more events around the world.
SaaStr is a small team (
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