Senior Director of Customer Success - Remote

Overview

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Director of Customer Success to lead and expand our Customer Success team to ensure our clients achieve maximum value from SOCi’s platform. You will develop strategies to enhance customer satisfaction, retention, and growth. This role requires a proactive leader with a deep understanding of customer success methodologies, a passion for client advocacy, and the ability to drive operational excellence.

In Short

• Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities.
• Develop and implement customer success strategies to enhance client satisfaction, retention, and growth.
• Drive the adoption and utilization of SOCi’s platform across the customer base.
• Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives.
• Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas.
• Act as a senior escalation point for customer issues, ensuring timely and effective resolution.
• Develop and maintain strong relationships with key customers, acting as a trusted advisor.
• Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team.
• Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements.
• Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes.

Requirements

• Remote Opportunity: Ability to work 100% remotely
• Must Have:
• 10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position.
• Proven track record of driving customer success in a SaaS or technology company.
• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Analytical mindset with the ability to interpret customer data and make data-driven decisions.
• Strong problem-solving skills and the ability to handle complex customer issues.
• Proficiency in customer success platforms and CRM tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Passion for customer success and a deep understanding of customer needs and challenges.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.

Benefits

• Comprehensive Benefits Package (full-time permanent, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success