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Head of Client Success

2 months ago

Richmond, Virginia, United States Locke and McCloud Full time

Position Title: Director of Customer Success - SaaS Solutions

Location: Remote (Flexible)

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

Company Overview:

Our client is a prominent provider of Software as a Service (SaaS) solutions within the colocation sector. They are committed to delivering innovative and tailored solutions that empower enterprise clients to enhance their infrastructure. As they expand their operations, they are in search of a passionate and results-oriented Director of Customer Success.

Role Summary:

The Director of Customer Success will be instrumental in enhancing the client journey, ensuring contract renewals, and spearheading upsell strategies. This position demands a strong leader capable of managing complex client interactions and steering them towards optimal and personalized solutions. Balancing client expectations with product capabilities is essential to achieve favorable outcomes for both the clients and the organization.

Key Duties:

  • Client Relationship Management: Cultivate and sustain robust relationships with enterprise clients, particularly those managing high-value contracts.
  • Challenging Discussions: Engage confidently in difficult conversations with clients to advocate for optimal product utilization and enhancements.
  • Tailored Solutions: Recognize that each client has unique needs—assess client requirements and propose customized solutions that exceed standard offerings.
  • Contract Renewals & Upselling: Drive the renewal process and identify opportunities for upselling, leveraging a deep understanding of client needs and the SaaS offerings.
  • Commitment to Learning: Demonstrate a continuous desire to learn, exploring the nuances of each client’s environment and how the product can be maximized to meet their objectives.
  • Adaptability: While a successful framework exists, be open to evolving strategies that best address the distinct needs of each client.
  • Industry Knowledge: Leverage your experience in providing customized solutions and your understanding of enterprise client dynamics to achieve outstanding results.

Qualifications:

  • Experience: Proven track record in a customer-centric role, preferably within the SaaS or colocation industry, with experience managing substantial contracts and enterprise clients.
  • Skills: Excellent communication and negotiation abilities, with a knack for resolving complex client challenges.
  • Approach: A proactive and solution-oriented mindset with a strong desire to learn and adapt.
  • Preferred: Familiarity with Salesforce and experience in selling customized solutions are beneficial but not mandatory.

Locke & McCloud specializes in cybersecurity and information security staffing, fostering strong relationships with leading firms in the industry. Our focus enables us to connect candidates with exciting opportunities in the cybersecurity market.