Customer Success Director

2 weeks ago

San Francisco, California, United States Dynamo AI Full time
Customer Success Senior Manager

We are seeking a seasoned Customer Success Senior Manager to spearhead our Customer Success team at Dynamo AI. Reporting directly to the Head of Growth, you will be responsible for cultivating long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, and driving customer retention and growth.

Key Responsibilities
  • Team Leadership: Lead the Customer Success team, providing guidance and support to ensure exceptional service and support to our clients.
  • Customer Relationship Management: Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions.
  • Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a seamless transition from Sales to Customer Success, implementing strategies that drive product adoption and utilization.
  • Customer Advocacy: Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience.
  • Retention and Growth Strategies: Develop and execute strategies to increase customer retention and reduce churn, identifying upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings.
  • Performance Management: Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health.
  • Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development.
  • Continuous Improvement: Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation.
Requirements
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment.
  • Strong understanding of customer success metrics and the ability to link them to business outcomes.
  • Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.
  • Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting.
  • Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot.

$150,000 - $180,000 a year

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