Director of Customer Success

Conductor LLC•New York, NY

17d•$127,000 - $165,000

About The Position

What you'll do (Responsibilities): Manage a team of individual contributors passionate about engaging customers, focused on driving KPI’s and outcomes validated by the customer. Lead your team of Customer Success Managers to develop plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals Ensure the team delivers efficiently via strong operational processes, capability development, and alignment with key partners across the Customer Success organization as well as in sales, account management, and product and engineering teams Assigns client accounts and manages team workloads Track accounts to identify early risk factors, and develop and implement risk mitigation plans Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Account Management, Engineering, etc Assure your team is deploying the engagement models and methodologies we have created, and offerings that ensure the adoption of Conductor Platform Inspire, recruit and develop top talent Customer Success team members who bring a customer-centric view to their everyday roles, with support from internal People function Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives Drive strategy to ensure measurable customer adoption and retention Accelerate customer lifetime value by maintenance of playbooks across the customer journey across defined customer segments Deliver meaningful, strategic and tactical insight to leadership team through customer feedback, business goals, key performance indicators, and customer analysis Represent the experience of the customer within Conductor Keep up-to-date with the latest CS trends and best practice Conduct business with integrity consistent with Conductor’s values, policies and procedures The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do. We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles. Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor.

Requirements

A minimum of 6 years of experience in SaaS Customer Success and or SaaS adoption & Enablement
At least 3 years of relevant experience managing CSMs - Demonstrated ability to grow, develop, and retain top talent
Clear approach and methodology to use AI systems and tools to drive efficient Customer Success processes and team efficiency
Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies
Deep understanding of Customer Success metrics and how to measure them
Experiencing using CS Tools (Gong, Catalyst, Totango, Salesforce etc.)
Strong understanding of value drivers in recurring revenue business models
Ability to learn and adapt quickly in a high-growth, dynamic environment
Superior client communication skills and the ability to build strong relationships with the ability to drive outcomes
Excellent presentation and communication skills, including ability to create powerful materials in -Microsoft PowerPoint, Excel, Word, etc.
Customer-oriented approach in managing communications and issues
You’re known for getting work done with diligence and collaboration - a team player who is also assertive and resilient
Proficiency in the use of related software and computer tools
Demonstrated commitment to continuous learning
4-year College degree preferred or equivalent work experience

Responsibilities

Manage a team of individual contributors passionate about engaging customers, focused on driving KPI’s and outcomes validated by the customer.
Lead your team of Customer Success Managers to develop plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals
Ensure the team delivers efficiently via strong operational processes, capability development, and alignment with key partners across the Customer Success organization as well as in sales, account management, and product and engineering teams
Assigns client accounts and manages team workloads
Track accounts to identify early risk factors, and develop and implement risk mitigation plans
Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Account Management, Engineering, etc
Assure your team is deploying the engagement models and methodologies we have created, and offerings that ensure the adoption of Conductor Platform
Inspire, recruit and develop top talent Customer Success team members who bring a customer-centric view to their everyday roles, with support from internal People function
Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives
Drive strategy to ensure measurable customer adoption and retention
Accelerate customer lifetime value by maintenance of playbooks across the customer journey across defined customer segments
Deliver meaningful, strategic and tactical insight to leadership team through customer feedback, business goals, key performance indicators, and customer analysis
Represent the experience of the customer within Conductor
Keep up-to-date with the latest CS trends and best practice
Conduct business with integrity consistent with Conductor’s values, policies and procedures