Customer Success Leader

Posted 13 days agoViewed

💎 Seniority level: Director, 8+ years in Customer Success or Account Management, 3+ years in team leadership

📍 Location: USA or Canada

🔍 Industry: Medical Technology

🗣️ Languages: English

⏳ Experience: 8+ years in Customer Success or Account Management, 3+ years in team leadership

🪄 Skills: LeadershipAccount ManagementCRMCustomer SuccessSaaS

8+ years of experience in Customer Success or Account Management in Enterprise SaaS.
3+ years of experience leading high-performing teams as a Senior Manager or Director.
Proven track record of exceeding retention and expansion quotas.
Ability to develop close personal relationships through empathy.
Excellent written and verbal communication skills.
Self-driven, proactive, and energetic.

Drive customer retention and expansion by leading a team of CSMs focused on the Strategic segment ($1B+ in revenue).
Directly manage the Strategic Customer Success team, providing ongoing enablement, coaching, and development.
Engage directly with key customers on Executive Business Reviews to communicate value provided by AcuityMD.
Support CSMs in at-risk accounts through risk detection and action plans.
Build hiring plans and recruit, hire, and onboard world-class CSMs.
Monitor account health and user adoption across a large portfolio of accounts.

Posted 2 months ago

📍 Washington DC

🧭 Full-Time

💸 150000.0 - 200000.0 USD per year

🔍 IT and Security

🔧 Requirements

3+ years people management experience with Customer Success or related customer-facing organization.
Background successfully selling to the US Federal Government and State & Local Government.
Experience hiring and developing high-performing teams.
Experience managing a portfolio of customers for product adoption or delivering complex projects.
Proven ability to manage competing priorities in a fast-paced environment.
Experience managing a highly technical team.
Travel as required by the business.

💡 Responsibilities

Hire, coach, and mentor a team of highly technical Customer Success Engineers.
Drive value for customers by helping them achieve their business and technical outcomes.
Own a portfolio of customers and drive attainment of targets for onboarding, adoption, and expansion.
Identify adoption and growth potential in your portfolio while working with sales teams.
Conduct periodic customer health checks to identify risks and create 'get well' plans.
Collaborate cross-functionally across various teams to ensure customers' success.
Drive standardization and documentation of customer information with a Customer Success Platform.
Provide input and ideas for internal process improvements and operational efficiency.

AWSCloud ComputingGCPPeople ManagementSnowflakeData engineeringTechnical supportCustomer Success

Posted 2 months ago