Executive Director, Customer Success (North Hemisphere)
About The Position
This role will continue the transformation of our US, UK and Mexico Customer Success organization to develop and execute strategies to enhance customer satisfaction, loyalty, and retention by leveraging data, feedback, and customer insights to drive improvements to enhance the overall customer experience. The Executive Director, Customer Success is responsible for establishing a strong customer success function that takes accountability for driving the adoption, retention, and expansion of our customer base. Will lead a team of managers and individual contributors tasked with building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company. This role is customer facing and will travel to customer sites.
Requirements
- Proven experience (typically 7+ years) in customer engagement, customer success, enterprise sales or related roles.
- Strong understanding of customer experience management and customer relationship-building strategies.
- Proven track record in customer success, including building the processes and systems to be successful.
- Strong knowledge of customer success tools and methodologies.
- Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
- Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
Nice To Haves
- Experience managing a team in Mexico and/or the UK a strong plus.
- Business development knowledge and experience growing a business a plus.
Responsibilities
- Responsible for developing and implementing a comprehensive regional Customer Success vision and strategy aligned with Teletrac Navman’s goals.
- Foster a customer-centric culture that values feedback, continuous improvement, and innovation.
- Support building the Customer Success team, developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Create an optimized & data-led model of the customer journey, make sure all internal stakeholders are aligned. Work with operational specialists to ensure customer data is correct and that everyone uses the same data sets.
- Implement processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on solutions.
- Implement processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on connected solutions.
- Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
- Establishing metrics to measure the effectiveness of customer engagement initiatives in the market.
- Preparing regular reports on customer engagement performance, customer growth metrics, highlighting successes and areas for improvement.
Benefits
- medical
- dental
- vision
- disability
- life insurance
- family planning from Maven Clinic
- managing diabetes like Livongo
- coverage for women's health
- support for adult and elder care
- paid parental leave
- 401(k) plan with matching company contributions
- paid time off up to 120 hours
- 13 paid holidays (including 3 floating holidays) per year
- paid sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
