Director, Customer Success
Found in: Talent US C2 - 2 weeks ago
We are seeking an experienced and innovative Director, Digital Customer Success to join our Customer Experience team. The Director, Digital Customer Success will oversee the entire India-based Customer Success function, and will report directly to the VP, Support and Pooled Customer Success. This role will focus the team efforts on connecting with clients to drive retention, renewals, customer satisfaction, and growth. This is a high-visibility role requiring outstanding relationship management skills as well as a market-leading understanding of SaaS software delivery mechanics and value drivers. In this position you will lead a team of first-line managers, who in turn serve teams of Customer Success Managers supporting thousands of customers globally.
This position will take a strategic approach to identifying and driving operational and organizational efficiency of the India Customer Success function, and ensuring alignment with the US Customer Success and Customer Experience teams. This role will develop strategic partnerships with other departments including Sales, Product, and other parts of the organization to provide meaningful insight, influence product road map, and to maximize end-to-end customer experience.
Responsibilities:
Drive strategy and provide insights around operational and organizational efficiency of the entire India-based Customer Success function. Develop and deploy programs around our scaled Customer Success motion to drive customer adoption and retention and minimize churn and down-sell across the assigned customer baseWork closely with first-line managers to ensure they develop their teams, manage day to day workloads and create strategies to optimize productivity of the team while delivering value to our customers. Track and report on key metrics to leadership, identify opportunities for optimization and track results.Partner closely with Customer Experience and Customer Success leadership to ensure alignment of priorities and processes to maximize efficiency. Serve as a leadership escalation point and facilitate resolution.Introduce innovative concepts to the organization to improve the customer experience.Provide a strong leadership presence within our India Customer Success team, providing guidance and support to employees at all levels. Partner with Sales and Product teams on potential business opportunities and product innovations, based on insights gained through service interactions with customers and analysis of support data/logs.Required Skills & Experience:
12+ years of customer-facing experience in services (customer success, customer retention) roles 5+ years experience managing teams with a proven track record of developing programs that positively impact customer retention ratesDemonstrated success in overseeing a digital, high-volume Customer Success teamStrong operational background with a proven ability to define and leverage business metrics to manage team goals.High level of technical proficiency with SFDC. Technical proficiency across the other technologies ZoomInfo integrates with (Marketo, HubSpot, Eloqua, Outreach, SalesLoft, Dynamics, and others) preferred.Ability to effectively communicate cross-functionally A creative leader with the ability to develop and execute a vision that is aligned with both company and team strategies and to inspire, motivate and manage teamsPrior experience in SaaS industryAbility to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environmentThe US base salary range for this position is $175,000 to $200,000 + variable compensation + equity + benefits.
Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.
We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being.
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