Director - Customer Success - eCommerce

About our client:

Our client is a fast growing and leading SaaS company whose platform enables data driven decision making enhancing visibility and operational efficiency for Logistics and Supply Chain industry.

Job Brief:

Given our business model, where our customers pay us on a monthly / semi annual / annual basis, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers.

This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

- Lead the current Customer Success managers and solution architects and build a strong team for customer success

- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

- Measure Effectiveness of Customer Success

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team, company and board

- Inspire Customer Success Across Company

- Align with Marketing around marketing to existing clients

- Align with Product around driving product roadmap

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Finance around measurement and forecasting

Requirements:

- 5+ years experience in leading customer-facing organizations and demonstrating upsell and cross sell results

- Ability to manage influence through persuasion, negotiation, and consensus-building

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Integrity, high energy, a team player who is passionate solving customer problems and building relationships