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Global Director of Customer Engagement

2 months ago

San Mateo, California, United States Uncommunity Full time

About the Role:

We are seeking a highly skilled and experienced Global Head of Customer Success to join our team at Uncommunity. As a key member of our leadership team, you will be responsible for developing and implementing strategies to drive customer success and growth across our global customer base.

Key Responsibilities:

  • Develop and execute customer success strategies aligned with customer needs and company goals.
  • Lead a globally distributed team of customer success professionals, providing guidance and support to ensure alignment with company objectives.
  • Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management.
  • Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement.
  • Meet regularly with enterprise customers to develop and execute tailored success strategies.
  • Lead the continued implementation and growth of a program to enhance support for our lowest tier of customers, focusing on scalability without increasing headcount.
  • Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability.
  • Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals.
  • Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
  • Gather customer feedback to drive product improvements and advocate for customers within the company.
  • Utilize customer success management platforms and tools to streamline processes and improve efficiency.
  • Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel.

Requirements:

  • 10+ years of experience in customer success, with a focus on enterprise customers in the software industry, preferably in API or communications technology.
  • Excellent verbal and written communication skills, capable of engaging with customers and internal stakeholders at all levels.
  • Global perspective and experience with global customer engagement, with a willingness to travel internationally as required.

What We Offer:

  • A competitive salary range of $245,000 - $265,000 OTE, specific to the San Francisco Bay market.
  • A generous benefits package, including medical, dental, and vision insurance, flexible spending accounts, equity program, 401K program, parental leave, life and disability insurance, and a stipend for professional development and wellness.
  • A flexible work schedule and a requirement to gather with the team in the office three days per week, with some roles requiring more frequent in-office schedules.

About Uncommunity:

At Uncommunity, we are building the most scalable and powerful chat API in the world. Our mission is to build connections in a digital world. Conversations have always been the way people build relationships and get things done, and our goal is to put the power of conversations in the hands of every developer and brand by making apps more social through chat, voice, and video.