Director of Customer Success
110000 - 125000 USD per year
Company:Buildout
Location:US
Languages:English
Seniority level:Director, 3+ years
Experience:3+ years
Skills:
LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipOperations ManagementCustomer SuccessReporting
Requirements:
3+ years of experience in post-sale, customer-facing roles 2+ years of experience managing CSMs or similar post-sale customer-facing roles Experience designing and building triggers and playbooks in a customer success platform (e.g., Planhat, Gainsight, ChurnZero) Proven ability to drive results, with a track record of hitting retention and cross-sell referral targets
Responsibilities:
Design and build automated triggers and playbooks in a CS platform Manage CS Operations Specialist for platform integrity and reporting Collaborate with cross-functional leaders for unified customer experience Lead strategy and support creation of proactive educational content Manage Customer Success Managers Own company retention KPIs and drive lead generation for sales Define, track, and report on key metrics Develop KPIs and quarterly goals for the CS team Recruit, coach, and performance manage the Customer Success team
