Head of Client Success

1 week ago

Richmond, Virginia, United States Locke and McCloud Full time

Position Overview: Director of Customer Success - SaaS Solutions

Location: Remote/Hybrid

Salary Range: $120,000 - $150,000 + Performance Bonus + Comprehensive Benefits

Company Overview:

Locke & McCloud represents a premier SaaS provider focused on the colocation sector. Our client is committed to delivering tailored solutions that empower enterprise clients to enhance their infrastructure. As they grow, they are looking for a passionate and results-oriented Director of Customer Success to elevate their client engagement strategies.

Role Summary:

In the capacity of Director of Customer Success, you will be instrumental in enhancing the client journey, securing contract renewals, and spearheading upsell strategies. This position demands a strong leader capable of managing complex discussions with clients, guiding them toward optimal and customized solutions. You will need to effectively balance client expectations with product capabilities to achieve favorable outcomes for both the client and the organization.

Key Responsibilities:

  • Client Relationship Management: Cultivate and sustain robust relationships with enterprise clients, particularly those managing significant contracts.
  • Challenging Discussions: Engage confidently in difficult conversations with clients to advocate for optimal product utilization and enhancements.
  • Tailored Solutions: Recognize that standardized solutions may not suffice—assess client requirements and propose customized offerings that exceed conventional approaches.
  • Contract Renewals & Upselling: Drive the renewal process and identify opportunities for upselling, utilizing your comprehensive understanding of client needs and the SaaS offerings.
  • Commitment to Learning: Maintain a strong desire to learn, delving into the specifics of each client's environment and how the product can best address their needs.
  • Adaptability: While a successful framework exists, be prepared to learn and adjust strategies to best serve each distinct client.
  • Industry Knowledge: Leverage your experience in providing customized solutions and your understanding of enterprise client dynamics to achieve outstanding results.

Qualifications:

  • Experience: Demonstrated success in a client-facing role, preferably within the SaaS or colocation sectors, with experience managing large contracts and enterprise clients.
  • Skills: Exceptional communication and negotiation abilities, with a talent for managing and resolving intricate client challenges.
  • Mindset: A proactive, solution-oriented approach with a strong desire to learn and adapt.
  • Preferred: Familiarity with Salesforce and a background in selling customized solutions are beneficial but not mandatory.

Locke & McCloud is a leading staffing firm specializing in cybersecurity and information security roles. Our dedicated focus on this sector enables us to build strong relationships with some of the most innovative cybersecurity consultancies and end-users. If you are exploring new opportunities in the cybersecurity or information security fields, we encourage you to connect with us.

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