Remoote.app

Work from anywhere. Start here.

Free resume builderCompaniesLog in
Apply

Director, Customer Success

Posted about 8 hours agoViewed

View full description

💎 Seniority level: Director, 5+ years

📍 Location: United States

🔍 Industry: Software Development

🏢 Company: Fieldguide👥 101-250💰 $30,000,000 Series B 12 months agoArtificial Intelligence (AI)Document Management

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipProject ManagementAgileData AnalysisPeople ManagementProduct ManagementCross-functional Team LeadershipStrategyREST APIStrategic ManagementCommunication SkillsCollaborationCustomer serviceMentoringCoachingExcellent communication skillsAccount ManagementClient relationship managementSales experienceTeam managementStakeholder managementProcess improvementCustomer supportCustomer SuccessSaaS

Requirements:
  • 5+ years of experience in leading Customer Success Management teams, with direct experience in a SaaS environment
  • Deep understanding of the role of Customer Success in an Enterprise Software company with a strong sense of customer empathy
  • You are customer obsessed and have a proven track record of strong cross-functional collaboration
  • You are committed to building deep ties and effective collaboration with our engineering team. We won't compromise on this.
  • Strong communicator with ability to collaborate with and influence the broader organization
  • Authentic, humble and curious self-starter, who is excited to roll up their sleeves, be a player/coach
  • Comfortable with ambiguity, with the ability to learn new concepts and technologies quickly, and apply those learnings to new domains
  • A strong desire to learn about assurance, advisory and audit, our customers, their frameworks, processes, tools and technologies
Responsibilities:
  • Work with the Vice President, Customer Success to define the customer success strategy for the next phase of Fieldguide’s growth.
  • Develop and coach a world-class customer success management team. Build the team’s core skills and establish a clear definition of what great looks like while delivering value to customers.
  • Build expert playbooks by framework across every risk category, for internal teams to execute on, and for customers to utilize in investing in those practice areas.
  • Drive the strategic roadmap for customer success management - define the ideal customer journey and ensure that it is delivered consistently.
  • Develop a metrics-driven approach to customer health, satisfaction, and retention. Use data to generate insights that help us understand customer engagement, pacing, identify product enhancements, and promote user adoption.
  • Develop, implement and evolve “Voice of the Customer" strategies to increase client satisfaction and drive NPS scores.
  • Partner with the Onboarding team on deployments with a focus on efficiency and customer experience.
  • Collaborate with cross-functional teams including sales, EPD, marketing, and operations to ensure customers are receiving full value.
Apply

Related Jobs

Apply
🔥 Director, Customer Success Strategy & Enablement
Posted 11 days ago

📍 AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI

💸 155000.0 - 185000.0 USD per year

🏢 Company: Hazel Health

  • 10+ years of experience (or 8+ years of experience with an MBA or related advanced degree) in a similar role at a fast-paced start-up or high-growth organization
  • Prior experience in an operational and customer service or account management capacity at a high-growth company required
  • Prior experience in a strategy or management consulting capacity preferred
  • Prior ed-tech or educational sales a plus
  • Evaluate and iterate on the post-sales and customer success team’s model to identify clear responsibilities and goals
  • Define and execute on internal processes to track performance against key objectives and success metrics and company revenue targets, in collaboration with Market Leaders
  • Support Market Leaders with facilitation of performance management, monitoring, and review process, including working with support functions like Finance and Analytics
  • Create effective cross-functional operating models to drive improved customer service and retention
  • Collaborate with Sales, Implementation, Care Delivery, Product, and Marketing to align roles, responsibilities, priorities, and centralized action plans for how we drive continued improvement in our service delivery
  • Create forums, communication channels, and standardized processes needed to manage and remediate account-specific issues and insights with key cross-functional partners.
  • Ensure cross-functional priorities are clear and directed against agreed upon SLAs
  • Create more robust customer engagement strategies, priorities and tactics
  • In partnership with Marketing and thepost-sales team, drive thoughtful and efficient activation and engagement strategies that represents the voice of the Hazel customer
  • Arm the customer success and account management teams with the playbooks, tactics, and centralized materials to deliver on our engagement targets
  • Leverage usage of current tools and systems to track customer performance, activity and retention, ensuring it’s used appropriately across the team
  • Manage and coach a post-sales enablement team member

LeadershipProject ManagementBusiness AnalysisData AnalysisPeople ManagementCross-functional Team LeadershipStrategyStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationOrganizational skillsAccount ManagementClient relationship managementSales experienceMarket ResearchStakeholder managementProcess improvementFinancial analysisCustomer SuccessBudget management

Posted 11 days ago
Apply
Apply
🔥 Director, Customer Success - Americas (Remote)
Posted 14 days ago

📍 North America, LATAM

🔍 Customer Success

🏢 Company: Emplifi👥 501-1000💰 Private about 3 years agoCRMSocial Media MarketingE-CommerceSoftwareSocial Shopping

  • 2-5 years of experience leading world-class customer success teams
  • Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
  • Must be fluent in Spanish
  • Solid understanding of general business strategy, industry products, and services
  • MarTech experience, with proven knowledge of paid media, content, and platform expertise
  • Responsible for a team of Customer Success Manager, responsible for delivering value to Emplifi’s customer base in North America and LATAM regions
  • Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
  • Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
  • Conduct bi-annual performance reviews and support CSMs on personal development goals
  • Act as the first escalation point for any queries (internal and customer) arising from the team
  • Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
  • Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
  • Own renewal forecasting for CS Leadership
  • Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
  • Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
  • Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)

LeadershipPeople ManagementSalesforceCross-functional Team LeadershipStrategic ManagementCommunication SkillsCustomer serviceMentoringNegotiationWritten communicationCoachingRelationship buildingProblem-solving skillsAccount ManagementVerbal communicationClient relationship managementTeam managementStakeholder managementCRMFinancial analysisCustomer SuccessEnglish communication

Posted 14 days ago
Apply
Apply
🔥 Director, Customer Success - Northeast
Posted 4 months ago

📍 Northeast

🧭 Full-Time

💸 170000 - 195000 USD per year

🔍 Data security, compliance, privacy, and AI data management

  • 8+ years in a customer-facing technology role.
  • 2+ years in a primary account management role like senior customer success or technical account management.
  • Deep domain knowledge in data security, compliance, data privacy, data governance, and cybersecurity.
  • Ability to tie technology to business objectives throughout the customer lifecycle.
  • Ability to work directly with customers while enhancing customer success practices.
  • Thrives in a fast-paced, changing environment with autonomy.
  • Critical thinking skills with a strong point of view on maximizing customer value.
  • BS/BA degree or equivalent experience.
  • Work with BigID’s largest enterprise customers to shape, develop, and deliver successful outcomes.
  • Translate a spectrum of customer requests and interests into actions and results.
  • Serve as a linchpin of customer engagement across Services, Support, Products, and Engineering.
  • Maximize customer value using best practices.
  • Enhance global Customer Success at BigID.
  • Drive Net Dollar Retention for company growth.

CybersecurityCollaborationCompliance

Posted 4 months ago
Apply