Senior Director of Customer Success

Logiwa is seeking a Senior Director of Customer Success to lead their Customer Success function. This role involves defining and optimizing the customer journey, managing a team of Customer Success Managers, and overseeing post-sales customer relationships. The Senior Director will also be responsible for driving revenue growth, expanding the customer base globally, and proposing improvements to the customer success team's organizational structure. The ideal candidate should have experience in a SaaS organization, managing customer success teams, and implementing best practices for growth and renewals.

• Define and optimize the customer journey
• Act as a partner to clients and drive value with the product
• Manage a team of Customer Success Managers
• Oversee post-sales customer relationships
• Proactively track customer metrics and understand customer behaviors
• Drive revenue growth within accounts
• Define processes and strategy for the Customer Success function
• Work closely with Sales, Onboarding, Support, and Product teams
• Participate in account planning to increase account spend over time
• Manage relationship in Custify for dashboards and reporting
• Provide proactive engagement with customers to minimize churn and assess risk
• Maintain up-to-date knowledge of the Logiwa product
• Propose improvements to the customer success team's organizational structure
• Maximize the performance of the Customer Success team
• Own accounts within a SaaS organization
• Implement Customer Success best practices to drive growth and renewals
• Manage global expansion at a rapidly-growing SaaS company
• Demonstrate multitasking and project management skills
• Solve problems, communicate effectively, and manage customers
• Learn new concepts quickly and work hands-on in a team environment

• 5+ years of experience owning accounts within a SaaS organization as a Customer Success Manager or other customer facing role
• Prior experience managing a team of Customer Success Managers and implementing Customer Success best practices to drive growth and renewals
• Prior experience with global expansion at a rapidly-growing SaaS company
• Excellent multitasking and project management skills
• Strong problem-solving, communication, and customer management skills
• Demonstrated ability to learn new concepts quickly and work hands-on in a team environment

• Flexibility to work fully remote or hybrid
• Free breakfast and snacks daily at the Chicago office
• Weekly happy hour at the Chicago office
• 15 days of paid time off + 5 personal days annually
• Birthday as a paid holiday
• 100% employer-paid health and dental insurance
• Other insurance offerings including vision, life, legal, and pet insurance
• 401(K) and free access to a confidential certified financial advisor
• Employee Assistance Program - confidential counseling and advice available
• Community engagement opportunities like quarterly volunteer days