Director of Customer Success

Position Overview:

The Director of Customer Success will play a pivotal role in shaping our customer success strategy, driving adoption of self-service offerings, and ensuring customer satisfaction and retention. This role requires a blend of strategic thinking, technical forward-thinking, and strong leadership skills to guide our team towards achieving our customer success goals in a rapidly evolving tech landscape using tools such as AI and automation. 

Key Responsibilities:

Strategic Leadership:

-Develop and implement a customer success strategy aligned with company objectives and focused on enhancing self-service offerings.

-Drive innovation in customer success processes and methodologies, leveraging AI and technology to optimize customer interactions and outcomes.

-Collaborate cross-functionally with product, sales, and marketing teams to ensure alignment and integration of customer success initiatives.

Team Management & Development:

-Lead, mentor, and inspire a high-performing customer success team, fostering a culture of continuous learning, collaboration, and innovation.

-Set clear performance expectations, provide regular feedback, and implement effective coaching and development plans to support team growth and success.

-Establish and monitor key performance indicators (KPIs) to track team performance, customer satisfaction, and retention metrics.

Customer Engagement & Retention:

-Build and nurture strong relationships with key customers, serving as a trusted advisor and advocate to drive value realization and long-term loyalty.

-Proactively identify and address customer needs, challenges, and opportunities, leveraging data-driven insights and analytics to inform decision-making.

-Implement proactive engagement strategies, including personalized outreach, educational resources, and self-service tools, to enhance customer satisfaction and retention.

Product & Service Advocacy:

-Champion the voice of the customer internally, providing valuable feedback and insights to inform product development, enhancements, and roadmap prioritization.

-Collaborate with product management and engineering teams to ensure customer success requirements are integrated into product design, development, and delivery processes.

-Promote the benefits and value of our self-service offerings to existing and prospective customers through targeted marketing, sales enablement, and educational initiatives.

Requirements:

• Bachelor’s degree in Business, Technology, or related field; Master’s degree preferred.

• 8+ years of experience in customer success, account management, or related roles, with a proven track record of driving customer engagement, retention, and satisfaction in a tech-forward environment.

• B2B and B2C SaaS experience

• Strong understanding of AI, technology trends, and self-service solutions, with the ability to translate technical concepts into business value.

• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

• Strategic thinker with the ability to develop and execute customer success strategies, initiatives, and programs that drive measurable results.

• Analytical mindset with the ability to leverage data and metrics to inform decision-making, optimize processes, and drive continuous improvement.

• Passion for customer success, innovation, and delivering exceptional customer experiences in a fast-paced, dynamic environment.