Director, Customer Success, West

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Requirements:

• 5+ years experience working in Customer Success at a SaaS company.
• 5+ years experience devising and implementing SaaS customer activation strategies.
• 5+ years experience setting and managing KPIs and growth plans for team members.
• Experience driving efficiencies and undergoing significant scaling.
• Experience specifying, staffing, and managing projects both internally and externally.
• Desire to work cross-functionally, engaging closely with Product and Engineering.
• Desire to mentor direct reports and help them succeed in their growth.
• Taking ownership of important decisions in the absence of leadership.
• Experience working in an asynchronous communication environment.
• Ability to calmly handle pressurized situations.
• Technical knowledge within 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 further data requirements for the CRM and working with CS Operations to enable.
• Evaluating existing processes and workflows, improving and adding wherever required.
• Coaching your CSM team through various methods to help them deliver a better service.
• Acting as an escalation point for any customers dissatisfied with the platform service.
• Working closely with the CSE managers to consistently improve customer issue resolution.
• Forecasting key CSM metrics through a variety of data analysis tools, actioning where required.
• Reporting the above metrics to the CS leadership team on a weekly basis.