Director of Customer Success, AMS - Remote

Overview

The Director of Customer Success, AMS is a strategic leader that focuses on value delivery with a customer-first mindset and drives retention and expansion. In this role you will ensure the success of Vectra’s customers throughout the customer journey, help to develop the success strategy and act as the customer advocate with internal teams.

In Short

• Manage and grow teams of Customer Success Managers and Technical Account Managers
• Develop success strategies to improve the customer experience and drive best-in-class retention
• Drive standardization of customer management cycles, and identify revenue growth opportunities
• Analyze customer telemetry to identify trends and value delivery opportunities
• Improve the customer experience throughout the value journey
• Develop feedback loops with the Product team
• Own customer escalations
• Build strong relationships with customers and internal leaders
• Deliver monthly reporting and analytics covering the Customer Success goals

Requirements

• 10+ years of experience in customer facing roles with enterprise class software, at least 5 years in a Customer Success role
• 4+ years in a management role (direct reports), second line management experience preferable.
• Ability to collaborate and communicate effectively with people from different disciplines and varying degrees of technical experience, at all levels within the organization and with external customers.
• Networking and Cybersecurity experience is highly desired.
• A strong work ethic, exhibiting leadership by example.
• Excellent leadership and team management skills including the proven ability to recruit, mentor, and motivate.
• Ability to develop and manage business solutions for complex problems.
• Strong interpersonal and relationship skills with a willingness to develop open and honest professional relationships.
• Strong business writing skills.
• An analytical mind with the demonstrated ability to make data-driven decisions.
• Ability to adapt to a frequently changing and growing environment, which may result in changed priorities or changed job duties.
• Travel 25%

Benefits

• Competitive base pay
• Incentive plan eligibility
• Participation in the employee equity plan (stock options)
• Health care insurance
• Income protection / life insurance
• Access to retirement savings plans
• Behavioral & emotional wellness services
• Generous time away from work
• A comprehensive employee recognition program