Senior Director, Global Customer Success Leader
1 day ago
Seagull Scientific is seeking a highly experienced Senior Director, Global Customer Success to lead our customer success strategy and team. As a key member of our leadership team, you will be responsible for designing, building, and scaling our global customer success function to drive customer retention, expansion, and advocacy.
Key Responsibilities:- Develop and implement a customer success strategy that aligns with the company's growth goals and customer needs.
- Build and lead a high-performing customer success team focused on onboarding, customer engagement, retention, and growth.
- Define and optimize the customer journey to ensure seamless transitions and a consistent high-quality experience.
- Drive customer engagement and value by building strong relationships with key customers and delivering insights on how they can achieve their desired outcomes using our platform.
- Establish key performance indicators (KPIs) to measure customer success, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), Churn Rate, and Expansion Revenue.
- Proactively identify at-risk customers and collaborate with sales and product teams to drive retention strategies.
- Collaborate cross-functionally with Product, Sales, and Marketing teams to ensure customer feedback informs product development and marketing efforts.
- 7+ years of experience in a customer success leadership role in an enterprise software company, preferably in a SaaS or high-growth tech environment.
- Demonstrated success in building and scaling customer success programs, with a track record of driving measurable results.
- Strong understanding of supply chain processes preferred.
- Experience managing KPIs such as NPS, CSAT, churn, and CLTV.
- Ability to build and lead high-performing teams with a global footprint.
- Excellent interpersonal and communication skills, with the ability to build strong relationships both internally and externally.
- Data-driven and analytical mindset, comfortable using data to drive decisions and improvements.
- Strong problem-solving skills and a customer-first mindset.
- Experience working cross-functionally with sales, product, and engineering teams.
- Annual base salary between $155,000 - $214,000 with the potential for a variable bonus.
- Excellent medical, dental, and vision plan.
- 401K with 100% employer matching up to 3% with immediate vesting.
- Accrual of 21 days of PTO (combined vacation and sick days) per year for the first four years of employment, with additional accrual increases for years of service.
- Ten paid company holidays per calendar year.
- Company-paid life insurance, short-term and long-term disability benefits.
- Tuition-reimbursement benefits.
- Free parking (Bellevue office).
- Fun staff and team-building activities (greater Seattle area).
- On-site fitness center and deli (Bellevue office).
- Access to green space and Open Space Trail System (Bellevue office).
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