Director, Customer Success (East)

Attentive

86d • $165,000 - $200,000

About The Position

We are looking for a highly motivated Customer Success leader with a growth mindset to help lead and coach a new generation of managers and CSMs supporting our Strategic segment with our highest value customers. You will help improve every facet of the team: coaching to up-level customer engagements, create and refine team- and company-wide processes, spearheading growth initiatives, and driving retention and account health. You will work cross-functionally with Sales, Product, Design, Engineering, and Marketing to make sure we are doing everything possible to retain and grow some of our largest customer relationships as we're transforming into a multi-product company. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for Attentive’s top Strategic customers in order to reduce churn and contribute to expansion growth. It is a unique opportunity to get a seat at the leadership table and owning the east coast book of business for our Strategic segment.

Requirements

• Excelled in a CS/AM role (preferably at a marketing/software company or startup).
• 7-10+ years prior leadership experience.
• A natural leader and passionate coach who inspires his/her team to elevate performance.
• Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals.
• A growth mindset with a bias for action and openness to challenge the status quo.
• People-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business objectives.
• Team player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results.
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands.
• Experience scaling teams and processes.
• Extremely personable: excited to coach and develop employees internally and work closely with customers externally.
• Data driven decision maker with a strong focus on execution.
• Extremely detail oriented and organized.
• Located in CST or EST.

Responsibilities

• Lead and scale a team of 25 CSMs and managers who support our Strategic customer segment, managing $180M ARR.
• Manage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in our Strategic segment.
• Partner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customers.
• Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives.
• Implement new processes and operations vital to scaling the team and executing on results.
• Be a thought leader and establish executive relationships with key customers to ensure we are multi-threaded.
• Create a culture of accountability and execution through data driven strategies.
• Work with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirements.

Benefits

• Competitive perks and benefits, from health & wellness to equity.
• The standard base salary range for this position is $165,000 - $200,000 annually + equity + benefits.
• Equity is a substantial part of the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees