Senior Director of Customer Success
4 weeks ago
We are seeking a seasoned leader to drive customer success and retention at Weave. As VP of Customer Experience, you will oversee the development and implementation of strategies to optimize customer onboarding and success initiatives.
This role will collaborate closely with Sales, Product, and Customer Journey teams to create a seamless customer experience. Key responsibilities include:
- Developing and implementing strategic initiatives to streamline and enhance the customer onboarding process, focusing on reducing time to value and ensuring a successful handoff from Sales to Onboarding to Customer Success.
- Collaborating with Sales, Customer Success, and Product teams to ensure a cohesive and efficient onboarding experience.
- Leveraging data and analytics to monitor onboarding performance and adjust strategies for continuous improvement.
- Own the proactive and reactive customer success motions to drive customer engagement, product adoption, retention, and renewals.
- Developing and managing a comprehensive customer success strategy that ensures long-term customer satisfaction and growth.
Requirements include:
- Minimum of 10 years leading and scaling large onboarding and customer success teams for $200M+ SaaS companies, with a strong focus on SMB and mid-market segments.
- Proven track record of developing and implementing successful onboarding and customer success strategies that reduce time to value, increase customer retention, and maximize customer LTV.
- Experience in scaling teams efficiently, including leveraging global talent to optimize operational performance.
- Experience with CRM and Customer Success/Project Management platforms (i.e., Salesforce, Vitally, Gainsight, etc.).
- Strong understanding of customer lifecycle management, including key metrics like NPS, retention, expansion, and time to value.
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve, and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.
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