Director, Customer Success

Job Summary

GlobalVetLink is seeking an experienced Director of Customer Success to lead our Customer Success team. In this pivotal role, you will build trusted partnerships with customers, manage and inspire a high-performing team, and ensure exceptional activation, retention, and expansion rates. You will drive strategic initiatives, leveraging data to mitigate risks and maintain a proactive engagement approach. If you excel in a fast-paced, collaborative environment and are dedicated to veterinary organizations' success, we want to hear from you.

Key Responsibilities:

Inspire and develop a team of Customer Success professionals, ensuring they achieve individual and team objectives.
Establish and maintain strong relationships with key customers, demonstrating the value of our products and services.
Develop and enhance strategic motions to best-serve individual veterinary clinics, large enterprise clinic networks, and industry partners in a way that puts the customer first and is mutually beneficial to GlobalVetLink and its customers.
Lead churn mitigation efforts, using data to inform decisions and conduct quarterly risk reviews.
Prioritize proactive engagement, driving customer activation, retention, and expansion through well-documented workflows and regular updates.
Work closely with cross-functional teams to align on customer goals to deliver seamless service.

Customer Onboarding & Activation:

Refine strategy around onboarding of customers, improving product utilization and satisfaction.
Collaborate with the sales team to ensure a smooth handoff to the customer success team.
Command the customer value proposition and leverage data within the platform to facilitate value-driving customer interactions.

Post-Activation:

Create, implement, and track post-onboarding account management motion to ensure continued product engagement and usage within the customer's first 90-days.

Customer Relationship Management:

Manage select high value customer relationships to drive customer satisfaction and continued product adoption and usage
Develop, implement, and track customer expansion motion(s)

Qualifications:

At least 7 years of experience in customer success or a related field, with at least 3 years in a leadership role, preferably within a SaaS company.
Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members.
Strong proficiency in using Salesforce for tracking customer interactions and creating actionable insights.
Proven ability to build and sustain customer relationships that drive retention and growth.
Experience in conducting structured risk reviews and translating findings into strategic actions.
Experience driving cross-sell and upsell initiatives, contributing to secondary revenue goals.
Preferred background in animal health, veterinary services, veterinary software, or related industries.

Skills:

Leadership and Team Development: Ability to lead, inspire, and develop a high-performing team, fostering a collaborative and high-performance culture.
Customer Relationship Management: Expertise in building and nurturing long-term customer relationships.
Data-Driven Decision Making: Proficient in analyzing data to inform strategies and improve customer outcomes.
Strategic Thinking: Ability to develop and communicate a clear strategic vision for the Customer Success function.
Cross-Functional Collaboration: Skilled in working with various departments to ensure a cohesive and comprehensive approach to customer success.
Communication: Excellent verbal and written communication skills for clear and effective interaction with customers and internal teams.
Risk Mitigation: Extensive experience in identifying, assessing, and mitigating customer risks using a data-driven approach.
Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.

Other Information:

Location: Remote (bonus points if you live in the Des Moines, IA or Denver, CO metro areas)
Compensation: $150,000 - $160,000 base salary + target annual bonus
Benefits: 401k matching, medical, dental and vision healthcare coverage, generous PTO policy, paid holidays, volunteer time off, paid parental leave, etc.

GlobalVetLink has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by the department supervisor as deemed appropriate.

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