Director of Customer Success - Remote

Overview

The Director of Customer Success will lead and manage the Customer Success team, developing and executing strategies to maximize customer satisfaction, retention, and expansion. This role is pivotal in ensuring that our clients achieve maximum value from our solutions.

In Short

• Develop and implement customer success strategies focused on driving customer adoption, retention, and expansion.
• Lead and mentor a team of Customer Success Managers (CSMs) and other customer success professionals.
• Collaborate with cross-functional teams, including sales, product, and marketing.
• Identify and drive upsell, cross-sell, and expansion opportunities.
• Act as the voice of the customer within the company.
• Implement scalable processes and systems for customer success.
• Monitor key performance indicators (KPIs) related to customer success.
• Develop and execute strategies to reduce customer churn.
• Manage key business metrics such as Gross Dollar Retention (GDR).
• Leverage customer success automation tools.

Requirements

• Proven experience driving customer retention, satisfaction, and revenue growth in a B2B SaaS environment.
• Demonstrated ability to manage both high-volume, low-value customers and high-value customers.
• Strong expertise in customer success automation tools.
• Successful track record of developing and executing churn reduction strategies.
• Experience managing key business metrics like Gross Dollar Retention (GDR).
• Excellent leadership, communication, and relationship-building skills.

Benefits

• You’ll be paid a competitive salary, along with Share Options.
• Work pension scheme, enhanced parental leave, and 25 days holiday.
• Private healthcare and access to Spill Mental Health Support.
• $500 work-from-home budget.
• $1000 annual budget for personal development.