Director Customer Success Management, Americas East

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Requirements:

• 5+ experience working in Customer Success at a SaaS company.
• 5+ experience devising and implementing SaaS customer activation strategies.
• 5+ experience setting and managing KPIs and growth plans for team members.
• Experience driving efficiencies and managing significant scaling.
• Experience in specifying, staffing, and managing both internal and external projects.
• Desire to work cross-functionally with Product and Engineering teams.
• Desire to mentor direct reports and foster their success.
• Ability to take ownership of important decisions in the absence of leadership.
• Experience working in an asynchronous communication environment.
• Calmness under pressure, with technical knowledge in modern application development and deployment.

Responsibilities:

• Managing a team of CSMs and helping them to deliver exceptional customer experiences.
• Setting, measuring, and analyzing metrics to clearly indicate what success looks like.
• Hiring and growing your CSM team to keep pace with customer demands.
• Using a CS CRM to scale the CSM function and engage the entire company in CSM activity.
• Identifying data requirements for the CRM and collaborating with CS Operations.
• Evaluating existing processes and workflows and making improvements.
• Coaching the CSM team to enhance service delivery.
• Acting as an escalation point for dissatisfied customers.
• Collaborating with CSE managers to improve customer issue resolution.
• Forecasting key CSM metrics and reporting them to CS leadership weekly.