Director of Customer Outcomes and Success - Remote

Overview

As the Director, Customer Outcomes and Success, you will manage a team of Customer Success Managers, Professional Services Sales, and Value Strategists, providing expertise across the region’s largest opportunities and accounts.

In Short

• Lead a high-performing team to meet Customer Success growth and retention targets.
• Monitor team activity and KPIs for retention and attach rates.
• Improve collaboration with Sales, Solutions Engineering, and Customer Success.
• Contribute to defining regional KPIs and strategic initiatives.
• Forecast APJ Retention and maintain forecasting tools.
• Empower CSMs to onboard and expand customer product usage.
• Use data to track performance and create customer insights.
• Partner with various departments to enhance customer journey.
• Foster a culture of inclusivity and engagement within the team.
• Bring creative ideas to improve business stages.

Requirements

• 10+ years of experience in Customer Success for enterprise customers.
• Experience in managing large-scale consulting engagements.
• Strong understanding of software and services environment.
• Proven leadership skills in building high-performing teams.
• Expertise in Smartsheet product and solutions architecture.
• Exceptional presentation and communication skills.
• Willingness to travel for customer engagements.
• Passion for business development and team management.
• Experience in cloud applications.
• Success in cross-departmental partnerships.

Benefits

• Inclusive work environment.
• Opportunities for personal and professional growth.
• Encouragement for nontraditional career paths.
• Empowerment to make a difference.