About:

Develop, manage, support, and grow a team of CSMs and ensure they have the knowledge, tools, and processes in order to service our customers and grow their careers in a rapidly growing SaaS company.
Motivate and manage the team to achieve customer onboarding, adoption, retention, and expansion goals.
Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization.
Forecast renewals and expansion, and predict customer health.
Meet or exceed Gross and Net Retention targets.
Drive KPIs/success criteria, measure results, and report outcomes to senior stakeholders.
Provide guidance in account planning and renewal strategy development.
Measure and make process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, and Expansion.
Lead the identification, deployment, and adoption of critical processes and tools.
Works on complex issues that are not always clearly defined, aligning business objectives with functional plans and outcomes.
Identify strategies and assets to create a scalable team that delivers and enables positive business outcomes and customer value creation.
Develop and/or optimize the Customer Journey to ensure customer satisfaction and long-term retention.
Partner with Marketing, Product, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth.
Engage with Senior Leadership to present cohesive strategies and measurable outcomes to gain agreement and budget.

Experience:

Bachelor’s Degree in Business Administration or similar field of study, or commensurate experience required.
Fifteen or more years of experience in customer-facing roles in Customer Success, Professional Services, and/or Customer Support.
Five or more years of leadership experience in a CSM team at a B2B SaaS company.
In-depth experience with Onboarding, Renewals, Expansion processes, and tracking.
Strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
Experience creating reports, analyzing data trends, and following forecasting processes.
Experience working with customer relationship management tools and case management solutions (Planhat/Salesforce) required.

Salary and Perks:

Pay range: $70K - $113K

Excellent PTO program
Great health benefits
Casual and friendly environment
Remote work
Leadership team that supports personal and professional growth

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Director, Customer Success