Director - Customer Success - IT

Your responsibilities will include the following :

1) As the Director of Customer Success, you will build a strong customer success team through both external hiring of top talent and internal talent/skill development through coaching.

2) Manage a team starting with 10-20 CSMs directly and indirectly through TLs in delivering business value for our customers.

3) Define and drive the strategy and detailed execution plan for each of our Customer Success team members, driving faster customer time to value, renewal rates, and growth.

4) Coach and develop your CSMs toward delivering on KPIs in product adoption, education, subscription experience, different project delivery and management, beta launches, customer satisfaction, and achieving value. Provide the team with thought leadership, coaching, conducting one-on-ones, and career mentorship.

5) Partner closely with the leadership team in prioritizing key initiatives to maximize customer success and support account goals.

6) Partner with other leaders (Sales, Services, Product, Support, Marketing) to deliver a world-class customer experience as companies scale their subscription businesses.

You should possess the following:

1) 4+ Years in people management within an enterprise software or SaaS organization

2) 4+ years in an account post-sales customer-facing role (Account Management, Customer Success)

3) Experience building and scaling teams for high growth companies

4) Proven leadership abilities to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale

5) Proven record of driving measurable customer outcomes and success with large, complex customers

Outstanding presentation development and delivery skills