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Director of Customer Success

2 months ago

Golden, Colorado, United States ServiceCore Full time
Job Title: Director of Customer Success

We are seeking a seasoned professional to lead our Customer Success team at ServiceCore. As a Director of Customer Success, you will be responsible for developing and implementing a comprehensive customer success strategy that aligns with our company's goals and objectives.

Key Responsibilities:
  • Leadership and Team Management: Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure they have the skills and resources needed to deliver exceptional customer experiences.
  • Customer Success Strategy: Develop and implement a customer success strategy that drives customer retention, growth, and advocacy.
  • Customer Journey and Playbooks: Create and deliver programs and resources to help customers maximize the value of our solutions throughout their journey with Docket and ServiceCore.
  • Customer Relationship Management: Build and maintain strong relationships with key customers to understand their needs, challenges, and goals.
  • Retention and Growth: Implement strategies to increase customer retention, reduce churn, and drive customer loyalty.
  • Cross-Functional Collaboration: Collaborate with Sales, Marketing, Product, and Support teams to ensure a cohesive approach to customer success.
Requirements:
  • 5+ years of experience in leading Customer Success teams, managing both scale/1:many and 1:1 CSM teams, particularly in a B2B SaaS environment.
  • Proven track record of driving customer retention, growth, and advocacy.
  • Exceptional communication and interpersonal skills, capable of engaging effectively across various levels of the organization.
  • Cross-functional engagement experience, collaborating with leaders across departments, building relationships, and solving challenges with partners outside of the CX org.
What We Offer:
  • Competitive base salary: $175K-$200K (based on prior experience)
  • Open-Time Off Policy with 12 Company Holidays
  • Medical, Dental, and Vision Insurance
  • 401k with Employer Match (4% max)
  • Weekly Lunches + Stocked Kitchen
  • Dog Friendly Office
  • Casual Office Environment
  • Regular Company Events and Happy Hours

We are proud to offer a dynamic start-up environment with a management team that is dedicated to your success. If you believe you match the above criteria and are desiring a challenging role with a company that lives by its core values, then please apply.