Customer Success Director - Strategic Accounts

About the position

Become a core player in Observe’s growth engine. You’ll utilize a consultative sales approach and effectively align client goals with Observe.ai solutions. Observe.ai’s best-in-class CS function is establishing the Account Management arm to empower Customer Success Managers to focus exclusively on maximizing client value and adoption of existing solutions. This is a newly founded Account Management division that works in close partnership with dedicated Customer Success Managers. You’ll be focused on customer expansion via Observe.ai’s existing and future innovations. Expect to be a core contributor to the internal processes and cross-functional collaborations that make this Customer Success function a powerhouse.

Responsibilities

• Build the necessary rapport and credibility with executives (internal and client stakeholders)
• Partner with Customer Success, Sales Engineers, and Product for continuous feedback loops that drive measurable growth and product impact
• Operate in ambiguity as the new Account Management division builds the blueprint for growth ahead
• Build targeted and tactful account growth plans that result in clear RO

Requirements

• 8+ years of Account Management in SaaS or the CX space
• Background selling in the Contact Center space
• Proven track record of meeting or exceeding revenue growth goals for a high-growth SaaS company with multiple technology products
• You sell with integrity; delivering only solutions of true client value (proven in your client growth and client impact)
• Take pride in co-building the frameworks that make customer retention and growth efforts smart, coordinated and scalable
• Solution selling experience; preferably to existing accounts
• Ability to effectively interface with C-Level executives; recognizing the lens and motives of each stakeholder with the ability to actively listen and adapt communications accordingly
• You see contribution to culture and holistic impact as core to your professional success

Benefits

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off
• 12 Company holidays + Winter Break and up to 14 weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits