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Sr. Director, Global Customer Success
WorkWaveHolmdel, NJ, United StatesRemotefull_timeVerifiedPosted 2 Oct 2024
About the role
As the Sr. Director of Customer Success, you will lead the charge in establishing and scaling the function, building the team, and creating strategies and programs to make our customers successful. We aim to turn all customers into advocates, and you will play an integral role in that effort. You'll define and execute a comprehensive customer success strategy aligned to company goals, encompassing aspects of the post-sales customer journey across implementation, success management, and support. You'll develop and implement a world-class post-sales experience specifically to make our customers successful on our platforms, fostering trusted partnerships across the WorkWave customer base. We are seeking someone with proven experience in building a customer success program from the ground-up, laying the foundation for long-term scalability and customer engagement.
WHAT YOU'LL DO:Leadership & Strategy• Define, develop, and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of our customers• Establish a common operating framework and partner cross-functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)• Build, lead, and motivate a high-performing customer success team• Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership• Scale the team with data and metrics, including gross retention, NPS (Net Promoter Score), and CES (Customer Effort Score)• Lead and support a variety of strategic customer success projects, including setting up the and driving the service delivery standardization, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), while growing services revenue through service innovation• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals• Develop strategies for services-generated revenue, including planning, forecasting, and execution
Experience• A customer success leader with experience driving high-growth, scaling organizations• Proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software• Demonstrated experience in building a customer success program from the ground up, establishing the operational foundation for future scalability• A master collaborator with a proven ability to work effectively across departments• A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base• An agile leader who thrives in a fast-paced, dynamic environment. Comfortable tackling diverse challenges and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are essential
Customer Success Platforms• Lead the selection, implementation, and roll-out of platforms that automate and strengthen visibility into customer health• Own the creation and management of a customer health dashboard across the portfolio, measuring key customer health metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), Stick Rate, Product Usage Rate, and Customer Sentiment, etc.• Drive the adoption of customer success platforms such as ChurnZero or Gainsight to help monitor, measure, and enhance customer health at scale• Manage high-touch, white-glove CSM leadership for enterprise customers while enabling scalable, automated solutions for mid-market and smaller customers• Partner with cross-functional teams to ensure these platforms integrate seamlessly into the broader customer success strategy, improving efficiency and providing actionable insights
WHAT YOU'LL DO:Leadership & Strategy• Define, develop, and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of our customers• Establish a common operating framework and partner cross-functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)• Build, lead, and motivate a high-performing customer success team• Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership• Scale the team with data and metrics, including gross retention, NPS (Net Promoter Score), and CES (Customer Effort Score)• Lead and support a variety of strategic customer success projects, including setting up the and driving the service delivery standardization, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), while growing services revenue through service innovation• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals• Develop strategies for services-generated revenue, including planning, forecasting, and execution
Experience• A customer success leader with experience driving high-growth, scaling organizations• Proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software• Demonstrated experience in building a customer success program from the ground up, establishing the operational foundation for future scalability• A master collaborator with a proven ability to work effectively across departments• A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base• An agile leader who thrives in a fast-paced, dynamic environment. Comfortable tackling diverse challenges and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are essential
Customer Success Platforms• Lead the selection, implementation, and roll-out of platforms that automate and strengthen visibility into customer health• Own the creation and management of a customer health dashboard across the portfolio, measuring key customer health metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), Stick Rate, Product Usage Rate, and Customer Sentiment, etc.• Drive the adoption of customer success platforms such as ChurnZero or Gainsight to help monitor, measure, and enhance customer health at scale• Manage high-touch, white-glove CSM leadership for enterprise customers while enabling scalable, automated solutions for mid-market and smaller customers• Partner with cross-functional teams to ensure these platforms integrate seamlessly into the broader customer success strategy, improving efficiency and providing actionable insights
WHAT YOU’LL BRING:
- 15+ years of experience scaling customer success functions at enterprise SaaS/data companies, including a demonstrable history of leading and inspiring high-performing teams
- Strong communication skills and executive presence to command a room and inspire confidence
- Experience in SaaS field service management experience is a plus
- Global leadership and onshore/nearshore/offshore experience
- A genuine customer obsession – their success is your success
- Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner
- Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals
- Proficiency in presentation tools (Microsoft PowerPoint/Google Slides)
- Familiarity with both sales-led and PLG go-to-market SaaS models
- Experience with customer success strategy/operations
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