Director of Customer Success

Inhabit•Plano, TX

38d•Hybrid

About The Position

As the Director of Customer Success for ResMan, you will be responsible for ensuring that clients get the most value from our company's products and services. You are responsible for the overall success of the client experience after the sale. Your primary goals will be to convert bookings to revenue and ensure client satisfaction, retention, and growth while working closely with cross-functional teams to deliver exceptional service.

Requirements

Proven experience in Customer Success, Account Management, Implementations or in a similar role in the SaaS industry.
Strong understanding of SaaS products and services with the ability to effectively communicate their value to clients.
Excellent interpersonal and communication skills with the ability to build and maintain relationships with key stakeholders.
Strong problem-solving skills and the ability to think strategically to address client needs and challenges.
Ability to work collaboratively with cross-functional teams and manage multiple priorities in a fast-paced environment.
Proficient in strategic planning, data analysis, and problem resolution.
Demonstrated operational excellence in analytical thinking, process development and improvement, communication, and delegation.
Proficiency in Salesforce, CRM software and other relevant tools for customer success, account management and reporting.
5+ years management experience leading teams in a SaaS company
Bachelor's degree in business or a related field.

Responsibilities

Set the overall vision and strategic plan for the ResMan Customer Success teams, focusing on initiatives to convert bookings to revenue, drive retention, identify cross-sell opportunities, participate in our Customer Advisory Board (CAB), and provide key account client care and customer outreach programs to drive high customer engagement and positive NPS score initiatives.
Manage relationships with key members of our management team driving strategy, growth plans and execution.
Develop and maintain strong relationships with key clients, understanding their business objectives and short-term and long-term challenges.
Ensure that the Customer Success team conducts regular check-ins and business reviews with key clients to ensure satisfaction and identify areas for improvement.
Collaborate with internal teams, including Division leadership, sales, marketing, product development, and customer support, to ensure client needs are met.
Identify opportunities for account growth and work with clients to implement strategies that drive value and success.
Monitor account performance, track key metrics, and provide regular reports to clients and internal stakeholders.
Anticipate customer churn through early indicators and proactively address customer dissatisfaction.
Define clear objectives, guidelines, and success metrics for product rollouts to align with company strategy.
Serve as the senior leader ensuring smooth client onboarding, setting realistic expectations, and resolving escalations.
Create and track KPIs to measure success, quality, and efficiency of implementations.
Identify opportunities to optimize processes, reduce risks, and enhance scalability of product deployment.
Perform statistical backlog reporting and analysis to monitor time to revenue.
Recruit and develop high-performing teams.
Stay up to date with industry trends and best practices to provide clients with relevant insights and recommendations.