Customer Success Director

Company Description

About us: 

Red Points is the most widely used solution to recover digital revenue.

Over 1,000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that’s rightfully theirs.

With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.

Be part of the change: join us on our mission to make the Internet a safer place!

Job Description

We are looking for an experienced Customer Success Director to strategically lead and manage our Customer Success Team in the US (including CSMs working in our NY and SLC office, as well as working remotely). 

**This role is based in Salt Lake City, Utah**

Job Role:
As the Customer Success Director in the US, you will report directly to our Global VP of Customer Success in Barcelona (Spain) and will be responsible for our entire book of business of SMB, Mid-market, & Enterprise accounts in North America.  

You will leverage your experience and passion in Customer Success to lead a high-performance team of CSMs and drive business outcomes for our customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy strategies.

• Outcomes-driven: your team members will own and manage a renewal book of business of customers and, as their strategic advisor, you will guide them to success
• Renewals: your team members will lead the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively work on at-risk accounts by collaborating with internal teams to mitigate churn
• Growing accounts: your team members will identify and drive expansion and growth opportunities. You will guide and support those strategies and supervise execution of plans to earn additional spend from the US customer base
• Advocacy: you will advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change
• Domain knowledge: you will develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news, trends, and best practices

Responsibilities

• Own key metrics of the CS Team in the US:

  • Gross & Net Retention Rates;

  • Renewals; 

  • Upsell & Cross-sells; 

  • Customer Health;

  • NPS;

  • Adoption;

  • Customer Advocacy;

• Develop best practices, as well as retention, expansion, adoption and advocacy strategies for your team;
• Provide thought leadership, manage risk and escalations with clients and become a trusted right-hand advisor for CSMs;
• Support relationship building, as well as renewal, retention and expansion negotiations with strategic accounts when needed
• Coach the CSM team to maximize value out of every interaction with customers, while guiding them to achieving their desired outcomes and overall success on their journey with Red Points;
• Maintain a deep understanding of our product and industry;  
• Collaborate and strategize with other leaders in the Sales, Marketing, Product and Engineering teams to foster growth and innovate our offerings;
• Hire, train, coach and manage the Customer Success Team in the US 

Qualifications

• 7+ years of experience in Customer Success, professional services (onboarding and implementation), or customer-facing roles, preferably within a SaaS technology organization, 2 or 3 years of which were spent managing a team
• Experience managing a book of business with a record of successful forecasting & quota attainment. Commitment to results - consistently have achieved results, demonstrating high performance, and challenging self and others to deliver results
• Experience managing a team of direct reports: you are able to get the best out of your team members, motivate them and support them when needed. You are a role model for your team and can develop career growth plans for them.
• Expert in negotiation: experience managing upsells and spotting new growth opportunities for expansion. Track record of commercial achievements.
• Strong communication, presentation, and active listening skills. You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• Extremely perceptive and highly emotionally intelli