Director, Customer Success

Loftware External • Portsmouth, NH

2d • Onsite

About The Position

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future. Loftware is expanding its operations by appointing a Director of Customer Success, reporting to the Chief Customer Officer. The Director will be responsible for ensuring the satisfaction, adoption, retention, referenceability and expansion of our customers while collaborating with the CSS teams of Technical Support and Professional Services as well as Sales, our Partners, Customer Account Management and Product Management. The VP will represent the voice of the customer within the business, helping to drive continuous improvement and success.

Requirements

• The qualified candidate will possess a bachelor’s degree or equivalent, along with 7-10 years in a software technology ( preferably SaaS ) environment and experience leading a Customer Success or account management capacity.
• Knowledge of the business value of the supply chain (labeling, artwork management and clinical trials systems a plus).
• Knowledge of Supply Chain practices and the use of, ERP, CRM, WMS or MES systems.
• Customer-focused.
• Tenacious, intelligent and entrepreneurial in nature
• Driven to create sustainable corporate profitability and growth by making customers as profitable and productive as possible.
• Able to build trust and rapport quickly and develop influential relationships at all levels of an organisation.
• Strong business process and financial acumen in the areas of labelling, clinical trials and artwork management.
• Competitive drive and determination.
• Customer advocate – voice the concerns and wants of the customer to the company.
• Strong interpersonal skills.
• Strong problem-solving skills.
• Self-starter with a strong work ethic.
• Strong collaboration skills across cross-functional teams in other departments.
• Excellent written and verbal communication skills in English are an absolute must.

Nice To Haves

• Experience with a validated environment a ‘plus’.
• Any additional languages are a plus.

Responsibilities

• Develop and actively manage customer relationships as a strategic asset providing value towards 100% gross retention and 115+% net retention.
• Creation of new opportunities related to the value of license/subscription upgrades, new software modules, add-on sales and add-on service sales.
• Through onboarding and training, ensure that all customers are fully engaged and getting the value that they expect.
• Build out, implement, and document all customer success processes, tools, and roles globally.
• Present quarterly business performance to senior leadership that aligns with corporate goals.
• Document key Customer Success measurements (NPS, Health score, adoption rate, retention rate, reference ability).
• Lead remediation efforts for customers needing internal Loftware resources across the organisation.
• Report internally on customer requirements in an organised fashion to assist product marketing and product management in defining future product requirements.

Benefits

• A dynamic role with ownership of key digital channels.
• Opportunities to work on international campaigns and modern marketing technologies.
• A collaborative team environment that values innovation and continuous improvement.
• Competitive compensation and professional growth opportunities.
• We offer comprehensive training to all employees and place an emphasis on employee development.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees