Customer Succees Director

Salary: $140,000-175,000

Benefits: Competitive salary and incentives, ESPO (employee stock option program), medical/dental/vision/LTD coverage, 401(k), parental leave and support, flexible hours, unlimited PTO, and 12 paid holidays per year, flexible/remote work environment, $ for home office expenses, employee wellness program, charitable donation match, career advancement opportunities

Looking for a Customer Success Leader who can take our team to the next level. It will be important to have a strong customer centric mentality and genuine curiosity for the breadth of the customer's real business challenges, along with the ability to match our growing solution set to solve them.

RESPONSIBILITIES

• Lead a team of CSMs and their managers, fostering growth and excellence while emphasizing the delivery of our customer experience and obligations.
• Player/coach approach and mentality.
• Determine and implement formal Customer Success tools and processes.
• Develop executive relationships and address customer-blocking issues in collaboration with frontline managers
• Develop and execute strategies for renewals across teams while improving and demonstrating value derived from their investments
• Partner closely with Account Executives, Sales leaders, and other teams, ensuring cohesive relationships
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
• Become an expert in the features, benefits, and implementation of our solutions.

ESSENTUAL QUALIFICATONS

• 5+ years Customer Success experience
• Minimum 2 years in a Customer Success Leadership role Sr. Manager or above
• Experience implementing formal Customer Success tools and processes in a SaaS company with immature processes, and hiring or developing talent to support those processes.
• Strong influencing skills and ability to build lasting relationships across multiple layers of the organization.
• Ability to demonstrate experience managing complex partner relationships in a fast-growing, dynamic environment.
• Definable experience influencing change management, problem resolution, and coherently communicating complex ideas to cross-function groups.
• Demonstrated people leadership and skill development required to foster team development, hiring, and emphasis on continuous improvement.
• Demonstrated cross-functional collaboration to drive high performance, achieve milestones, and value commitments across customers/partners.

BONUS QUALIFICATIONS

• Energy or Manufacturing industry related experience preferred