Director of Customer Success - Remote

Overview

As a Director, Customer Success, you will hire and develop multiple teams, coaching first line managers and individual contributors to success. You'll be expected to seamlessly shift between high-level strategy and detailed execution in an effort to create alignment, trust and buy-in overtime. This role ultimately impacts our customer experience and retention at scale.

In Short

• Develop and maintain accurate team forecasts
• Coach and guide teams through renewal and expansion negotiations
• Take ultimate ownership of all account relationships and manage customer and team escalations
• Motivate teams that proactively foster customer relationships to achieve trust and revenue growth on a consistent basis
• Invest in building a set of proactive managers that focus on effective communication both internally & externally
• Prioritize talent attraction, retention, and development; ultimately creating an ecosystem of high performing teams
• Manage competing priorities in an ever-changing environment, displaying prioritization

Requirements

• 2+ years managing managers and prior to that, 2+ years overseeing a high performing team of Customer Success Managers
• Experienced in Customer Success or Account Management, 8+ years of experience preferred with a minimum 3 years in the SaaS space
• Proven track record of success in negotiating and coaching contract terms and overcoming pricing objections for renewal and up-sell opportunities
• Familiar with the B2B tech space or with subscription based software preferred

Benefits

• Best-in-breed onboarding
• Sales training in MEDDIC and Command of the Message
• An inclusive company culture, opportunity to join our Community Guilds
• Intra-departmental mentor and buddy program for in-house networking
• Continuous professional development, product training, and career pathing
• New hire stock equity (RSU) and employee stock purchase plan (ESPP)
• Generous and competitive benefits package