Director, Customer Success Management

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Job Summary:  We are seeking a strategic and customer-focused Director of Customer Success Management to lead and scale our Customer Success team.

This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management.

You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle.

Responsabilidades

:  Strategic Leadership:  Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.  Define key performance indicators (KPIs) and success metrics for the Customer Success function.  Team Management & Development:  Lead, mentor, and grow a high-performing Customer Success team.  Establish career paths and professional development plans for CSMs.  Customer Engagement:  Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience.  Foster strong relationships with key customers, serving as a senior escalation point when needed.  Revenue Retention & Growth:  Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities.  Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded.  Process & Systems Optimization:  Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).  Create scalable playbooks and success plans to support the customer journey.  Voice of the Customer:  Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.  Analyze customer data and trends to improve product adoption and customer experience. 

Calificaciones

:  Bachelor’s degree in Business, Marketing, or related...