We are looking for a Director of Customer Success, who will be responsible to retain and grow existing customers by building a value based relationship with them.

As the Director of Customer Success, you will play a pivotal role in our leadership team, combining your expertise in customer success with a strong background in sales. Your primary responsibility will be to ensure customer satisfaction and loyalty while identifying opportunities for growth and sales. You will lead a dynamic team of customer success professionals, fostering strong relationships with our clients and contributing to our revenue growth through upselling and cross-selling initiatives.

What You’ll Be Doing:

• Customer Success Management: Develop and implement strategies to increase product adoption, customer loyalty and retention and enhance customer satisfaction while actively setting and contributing to churn reduction tactics.
• Strategic Planning: Align customer success strategies with overall business goals, contributing to revenue growth and customer base expansion.
• Team Leadership and Development: Recruit, mentor, and manage a customer success team, promoting a culture of excellence and continuous improvement.
• Sales Integration: Utilize your sales experience to identify and capitalize on upselling and cross-selling opportunities within the existing customer base.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product to create and optimize the upsell and cross-sell strategies deployed by the CS team.
• Customer Relationship Management: Coach CS team to establish and maintain strong relationships with key clients, understanding their needs, and ensuring they receive exceptional service.
• Analytics and Feedback: Utilize data and customer feedback to improve service delivery, customer engagement, and satisfaction levels.
• Process Optimization: Continuously review and optimize customer success processes and practices for efficiency and effectiveness.
• Compensation: Draft, implement and optimize compensation plan for the CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
• Reporting and Communication: Regularly report on customer success metrics and insights to the leadership team, informing strategic decisions.

 What We’ll Expect From You:

• Proven experience in customer success, with a background in sales, preferably in a SaaS or technology-related industry.
• Minimum of 8 years of relevant experience, with at least 5 years in a leadership role.
• Excellent interpersonal and relationship-building skills, with a customer-first mindset.
• Strong analytical abilities and experience using data to inform decisions and strategies.
• Proven track record of achieving or exceeding retention and sales targets.
• Exceptional communication and team management skills.
• Bachelor’s degree in Business, Marketing, or a related field; a Master’s degree is a plus.