Sr Director, Customer Success

Nearmap•Carlsbad, CA

1d•Hybrid

About The Position

The ideal candidate will reside in PST time zone. Reporting into the SVP, Global Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Insurance customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company-wide operations. You will guide the US CSMs, setting clear frameworks and providing the necessary tools to deliver their best work. The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium-term results of both your team and the business. The Director will collaborate with cross-functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization.

Requirements

Experience working with B2B audiences, preferably in a technology or SaaS environment.
10+ years of experience in customer success or key account management.
4+ years of experience in Mgmt. (Director role) with global experience
Experience in developing and executing customer-centric strategies, with an ability to influence results across multiple business areas.
Proven team management experience, with a focus on coaching, mentoring, and conflict resolution.
Experience with Gainsight.
Advanced interpersonal and communication skills, both written and verbal, across multiple internal and external stakeholders.
Strong negotiation skills, with the ability to make complex decisions in sensitive situations.
Expertise in building and maintaining long-term relationships.
Strong leadership qualities with a demonstrated passion for people development.
Competence with Salesforce, Microsoft Office, and program management.

Nice To Haves

Relevant degree or certifications desirable
Master’s Degree Preferred

Responsibilities

Build and plan CSM strategy & frameworks
Strategic Leadership: Establish operational objectives, policies, and frameworks for the CSM organization. Collaborate with the VP, Customer Success, to develop tools, strategies, and work plans for the team. These decisions will have a medium to long-term impact on team performance.
Customer Centricity: Develop customer-centric account plans that ensure satisfaction throughout the customer lifecycle, ensuring proactive communication of progress internally and externally.
Operational Oversight: Set up engagement models for a tiered CSM structure, including customer care elements like onboarding, implementation, health check-ins, strategic reviews, churn monitoring, upsell alerts, and renewal strategies.
Trend Analysis: Monitor, analyze, and interpret customer metrics at all stages, providing feedback to adjust internal strategies and improve customer retention.
Retain and delight our customers
Customer Satisfaction: Ensure the highest levels of customer satisfaction across all client accounts, working closely with stakeholders to nurture advocacy and retain customers.
Value Delivery: Promote customer satisfaction by identifying evolving needs and ensuring business outcomes exceed expectations.
Customer Success Advocacy: Drive success through initial onboarding, clarifying success metrics, and fostering growth in product adoption and retention. This ensures customer lifetime value is maximized.
Lead and manage a high performing team
Leadership & Mentorship: Provide day-to-day management and mentorship to US CSMs, overseeing multiple disciplines and maintaining clear KPIs and objectives. This includes team conflict resolution, improving cross-functional collaboration, and acting as a trusted advisor to both the team and senior leadership
Team Development: Identify training needs, provide development resources, and champion the core values of Nearmap to ensure the team remains aligned with company-wide goals.
Decision Making: Accountable for significant decisions that directly affect team operations and broader company goals. Erroneous decisions could lead to critical delays or impact business activities.
Strategic Collaboration
Cross-Departmental Engagement: Liaise with regional Sales teams to create and execute account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers.
Strategic Projects: Oversee larger projects with company-wide implications, applying in-depth knowledge of the organizational objectives to steer results and enhance customer value.