About The Role
As aDirector, Customer Success at the hiring company, you will be responsible for the success and execution of a team that is managing the health and success of Mid-Market Accounts. Customer Success Leadership responsibilities include building out a retention & expansion playbook that drives growth and product adoption across the existing Mid-Market business to ensure account retention.
In this role, your team will be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to the leadership team on the needs of customers as it affects the product road-map.
Responsibilities:
- Hire, develop and lead an engaged and high-performing team of Mid-Market Customer Success Managers
- Develop & execute retention & expansion strategy for a Mid-Market Customer Success team
- Work with the VP of CS to develop CS goals and targets
- Set clear expectations based KPIs, CS targets, and specific team objectives
- Performance manage to ensure targets are achieved or exceeded
- Monitor performance and provide a regular cadence for feedback to create a collaborative culture and winning team environment
- Implement one to many strategies to manage large customer category cohorts
- Communicate between executive leadership, customer success, and sales to ensure alignment of all processes and KPIs
- Inspire, motivate, and foster personal and career development of team members
- Learn and adapt quickly to new features or updates to existing product
- Utilize critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, hyper-growth environment
- Provide market feedback on customer needs, evolving market trends, competitive insights, etc.
- Leverage existing sales tools and identify new ones to drive efficiency and effectiveness while implementing best practices
Skillset:
- Expertise in a variety of Customer Success & Sales concepts, practices, training, and procedures
- Relies on extensive experience and judgment to plan and accomplish goals
- Outstanding communication and interpersonal skills
- Excellent listening and writing skills
- Demonstrated ability to synthesize information to see the big picture while effectively managing detail
- Tech-savvy and fast-learner, with a real passion for Technology
- Extraordinary communication and negotiation skills
- Able to prioritize shifting workloads and responsibilities effectively
Education and Requirements:
- 5+ years of experience in a fast-paced Customer Success & Sales environment, including experience successfully leading teams of 7+ Customer Success & Sales professionals
- Experience building out retention & expansion playbooks to manage large cohorts of customers while ensuring the health of the Mid-Market customer base
- Experience rolling out a set of KPIs and goals for a CS & Sales Team
- Proven track record of meeting and exceeding CS & Sales targets
- Prior experience leading remotely a plus
- Bachelor’s degree in sales, marketing, business, or related field
- Experience with Salesforce, Salesloft, Google Sheets, and other technology preferred
- Experience in B2B SaaS with martech/salestech software/buyers (ex. CMO’s, sales ops, marketing ops, etc.) preferred
- Strong leadership, management, and communication skills are essential for success in this position.