Director of Customer Success

Canary Technologies • Dallas, TX

163d

About The Position

Canary Technologies is seeking a highly skilled and experienced Director of Customer Success to lead our Customer Success team. The Director of Customer Success will be responsible for overseeing a team of Customer Success Managers (CSMs) who are crucial in ensuring customer retention and maximizing customer lifetime value post-product adoption. This role demands a proven leader with a strong emphasis on people management, professional development, and coaching to foster a high-performing and engaged CSM team.

Requirements

• Minimum of 5+ years of experience in customer success, account management, or a similar client-facing role, with at least 2+ years in a leadership or management position
• Proven track record of successfully leading and developing high-performing customer success teams
• Strong analytical skills and an aptitude for understanding and leveraging data to drive decision making
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with both internal and external stakeholders
• Excellent coaching and mentoring abilities, with a passion for developing talent
• Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers, ensuring their continuous professional growth and skill enhancement
• Drive customer retention strategies and initiatives, ensuring high levels of customer satisfaction and loyalty
• Oversee the entire customer lifecycle post-product adoption, ongoing engagement, and renewals
• Develop and implement best practices for customer success, including playbooks, processes, and tools to optimize team efficiency and effectiveness
• Collaborate cross-functionally with sales, product, and marketing teams to align customer success initiatives with overall business goals
• Analyze customer data and feedback to identify trends, areas for improvement, and opportunities for proactive engagement
• Establish and track key performance indicators (KPIs) for the Customer Success team, regularly reporting on progress and outcomes
• Foster a culture of continuous learning, collaboration, and customer-centricity within the team
• Stay informed about industry trends and best practices in customer success to drive innovation and maintain a competitive edge.

Benefits

• Canary Days: Company-wide days off each month to ensure there is at least one extended weekend or day off.
• Self Improvement Club: Monthly meetings to share personal goals, with a budget provided for purchases that help achieve these goals.
• Professional Development Chats: Budget provided to drive cross-functional professional development conversations across the organization.
• Travel Reimbursement: Team members can visit offices in New York, San Francisco, or Dallas with a travel stipend.
• Personal Travel Reimbursement: Credit towards stays at hotels that Canary works with.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Number of Employees: 101-250 employees