Director, Customer Success, US

The job overview for this role is that the Customer Success Manager will be responsible for managing a team of Customer Success Managers and ensuring exceptional customer experiences. They will set and measure metrics for success, hire and grow the team, and use a CS CRM to scale the function. The manager will also evaluate and improve processes, coach the team, and act as an escalation point for dissatisfied customers. They will work closely with CSE managers, forecast key metrics, and report to the CS leadership team. The ideal candidate will have experience in customer success, implementing customer activation strategies, managing KPIs, and driving efficiencies.

• Managing a team of Customer Success Managers (CSMs) and ensuring they deliver exceptional customer experiences
• Setting, measuring, and analyzing metrics to define success criteria for the CSM team
• Hiring and growing the CSM team to meet customer demands
• Utilizing a Customer Success Customer Relationship Management (CS CRM) system to scale the CSM function and involve the entire company in customer success activities
• Identifying additional data requirements for the CRM and collaborating with CS Operations to enable them
• Evaluating existing processes and workflows, making improvements and additions as necessary
• Coaching the CSM team through various methods to enhance their service delivery
• Acting as an escalation point for dissatisfied customers with the platform service
• Collaborating closely with Customer Support Engineering (CSE) managers to continuously improve customer issue resolution
• Forecasting key CSM metrics using data analysis tools and taking necessary actions
• Reporting the above metrics to the Customer Success leadership team on a weekly basis

• 5+ years of experience working in Customer Success at a SaaS company
• 5+ years of experience devising and implementing SaaS customer activation strategies
• 5+ years of experience setting and managing KPIs and growth plans for team members
• Experience driving efficiencies and undergoing significant scaling
• Experience specifying, staffing, and managing projects both internally and externally
• Desire to work cross-functionally, engaging closely with Product and Engineering
• Desire to mentor direct reports and help them succeed in their growth
• Taking ownership of important decisions in the absence of leadership
• Experience working in an asynchronous communication environment
• Ability to calmly handle pressurized situations at all times
• Technical knowledge

• Stock options
• Inclusive Healthcare Package
• Flexible working style - 100% remote, with teammates located throughout the globe
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed