Director of Customer Success

3 weeks ago

Mobile, Alabama, United States Safety Plus, Inc. Full time
Job Description

At Safety Plus, Inc., we are seeking a highly skilled Director of Customer Success to join our team. As a key leader, you will be responsible for scaling our customer success team and ensuring high levels of customer satisfaction, retention, and revenue growth.

The ideal candidate will have a proven track record of driving customer success, retention, and revenue growth in a B2B SaaS environment. They will be a strategic leader with the ability to develop high-performing teams, drive operational excellence, and anticipate evolving customer needs.

Key Responsibilities:

  • Build and lead a high-performing team of Customer Success Managers (CSMs) to develop and execute account strategies, handle complex client situations, and identify growth opportunities.
  • Coach and develop talent by designing and implementing comprehensive onboarding and development programs that ensure new hires quickly add value and that existing team members continuously enhance their skills.
  • Drive our customer strategy by collaborating with customers to understand their needs and identify strategic opportunities to expand our product suite and drive customer success.
  • Develop and deliver account-level reporting to leadership, providing a clear view of business health and accurate forecasts. Identify and implement tools and processes to enhance team efficiency and impact.
  • Establish governance by developing and overseeing a comprehensive customer governance framework that ensures structured processes, clear communication channels, and consistent engagement with customers.
  • Champion the customer voice by advocating for customer needs and trends by representing their needs internally through feedback, escalations, and product enhancement requests.
  • Collaborate cross-functionally by working closely with internal teams to resolve customer escalations, identify root causes, and implement sustainable, long-term solutions.
  • Track and drive success by measuring and driving customer adoption, engagement, and usage of Safety Plus products and services, ensuring customers realize their full value.

Qualifications:

  • 5+ years of customer success or account management experience, ideally in a high-growth start-up environment.
  • 3+ years of experience leading and managing a team with varying levels of experience.
  • Proven record of accomplishment of driving customer success, retention, and revenue growth in a B2B SaaS environment.
  • Strong leadership and people management skills, with demonstrated success in building and scaling high-performing teams.
  • Data-driven and adept at leveraging CRM and customer success software to inform decisions and drive strategy.
  • A proactive, self-starter mindset comfortable working in fast-paced, ambiguous environments.
  • Customer-first mentality and passion for delivering a world-class customer experience, while balancing customer needs with business objectives.
  • Expertise in customer success best practices and a proven ability to coach and mentor others in their development.

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