Summary
In this role, you will set and execute the overall vision and strategic plan for the Account Management & Technical Support teams, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements. The Customer Success teams are responsible for delivering and maintaining a positive experience for life after Go Live.
Director of Customer Success Responsibilities:
- Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
- Drive customer outcomes, product adoption and customer experience
- Lead the technical support team by ensuring tickets are responded
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Build and lead world-class team:
- Recruit and develop a high performing team
- Develop company-wide customer success motion integrating processes, content, and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Foster collaboration within the Softengine team and across customers
- Drive operational practices to track performance of teams and individuals
- Work closely with sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Director of Customer Success Requirements:
- Demonstrated progressive management experience leading teams in a software company
- Demonstrated progressive experience leading customer success managers, account management, or inside sales teams. Professional or Technical services experience is a plus
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
- Able to be flexible and agile in responding to evolving business priorities
- Able to collaborate across the organization and with external stakeholders
- Experience successfully working with senior (C-level) executives
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
- Willing and able to address escalated client issues with speed and urgency
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Role: Director of Customer Success
Reports to: VP Professional Services
Department: Technical Support