Director, Customer Success (Financial Services)

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Requirements:

• A minimum of 8 years of enterprise-level customer success experience.
• 3-7+ years of relevant management experience.
• A proven ability to lead teams within a fast-growing company and manage competing priorities.
• Demonstrated history of exceeding both sales and customer satisfaction targets.
• Strong analytical and problem-solving abilities with keen situational awareness.
• Confidence and experience in engaging with and influencing C-level stakeholders.
• Proficient in both written and verbal communication, with a knack for identifying the best approach for every situation.
• Skillful in presenting to both small and large groups.
• Familiarity with SaaS, Social Media, and enterprise software sectors.
• Bachelor's degree or equivalent education and relevant experience.

Responsibilities:

• Accountable for the team's ability (in a specific vertical) to nurture and grow annual recurring revenue by driving positive business outcomes for SOCi customers.
• Oversee a team of CSMs, ensuring alignment with company goals and seeking opportunities to scale and refine internal and customer facing processes.
• Engage in hiring and retaining exceptional customer success talent; contribute to ongoing skill development and enablement of your team through feedback, coaching, and performance management.
• Collaborate with various departments, including sales, implementation, support, and product management, to enhance customer success and growth.
• Ensure that CSMs foster robust customer relationships, multi-thread within their account base, and position themselves as trusted advisors.
• Lead CSMs in assessing and influencing customer health, directing both internal and external resources towards successful onboarding, adoption, retention, and growth.
• Identify and mitigate renewal risks while spotting organic upsell opportunities within a customer portfolio.
• Collaborate with different departments, including senior leaders, to achieve shared goals and create a culture of customer success.
• Participate in establishing company-wide customer feedback mechanisms.