Global Customer Success Director
3 days ago
We are seeking an experienced Global Customer Success Director to lead our customer success function and drive growth through customer satisfaction and retention.
Key Responsibilities:- Develop and execute a comprehensive customer success strategy aligned to company goals
- Build and lead a high-performing customer success team
- Establish a common operating framework and partner cross-functionally to bring the voice of the customer to other operational departments
- Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership
- Scale the team with data and metrics, including gross retention, NPS (Net Promoter Score), and CES (Customer Effort Score)
- Lead and support a variety of strategic customer success projects, including setting up the and driving the service delivery standardization, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), while growing services revenue through service innovation
- Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals
- Develop strategies for services-generated revenue, including planning, forecasting, and execution
- 15+ years of experience scaling customer success functions at enterprise SaaS/data companies
- Proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software
- Demonstrated experience in building a customer success program from the ground up, establishing the operational foundation for future scalability
- A master collaborator with a proven ability to work effectively across departments
- A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base
- An agile leader who thrives in a fast-paced, dynamic environment
- A robust benefits package, including health and dental and 401k with company match
- Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
- Up to 4 weeks paid bonding leave
- Free subscription to the Calm App for you and up to 4 dependents
- Tuition reimbursement
- Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more
- 24/7 access to virtual medical care with Teladoc
- Quarterly awards based on peer nominations
- Regional discounts and perks
- Opportunities to participate in charitable events and give back to the community
- We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
- Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense
- Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
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