Senior Director, Global Customer Success Leader

1 day ago

Bellevue, Washington, United States Seagull Scientific Full time
Job Title: Senior Director, Global Customer Success

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.
Requirements:
  • 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.
What We Offer:
  • 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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