Director - Customer Success - SaaS

We are looking for a Director of Customer Success to head our growing CSM team of ~12 existing members, and help us build the HR Tech AI-Enabled SAAS Platform.

The Director will lead a team of CSMs in delivering business value for our customers.

You will partner with executive leadership across our portfolio of customers, ensuring they have an advocate inside the organization that maximizes the Instahyre experience and ultimately drives revenue retention and growth. We win when our customers win.

The Company has achieved fantastic traction in the market. We are funded as well as profitable!

Please go through the role and expectations below to decide whether you would be interested in joining our mission to build the world's best recruitment tool.

The role:

- 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.

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

- 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.

- 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.

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

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

- Participate in, and/or identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to improve Customer Success and CSM efficiency.

- Continue to hire, build, and lead a high-impact team that operates with urgency and drives measurable results.

Expectations:

- 5+ Years in people management within an enterprise software or SaaS organization

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

- Experience building and scaling teams for high growth companies

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

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

- Outstanding presentation development and delivery skills