Director of Customer Success

Job Type Full-time Description

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

The Director of Customer Success provides the leadership and overall management for the Customer Success Management Team. They will develop relationships at an executive level within a targeted set of accounts to drive growth and maintain our trusted advisor position. 

The Customer Success Management teams are responsible for understanding the customer’s business needs, developing plans to extend the use of the Customer’s platform and growing revenue from within our customer base. They will help develop our customer journey and lead the charge in developing the content and method by which we support customers throughout the journey. 

The Director of Customer Success will manage a team responsible for developing account strategies (growth, expansion) and develop the skills to deliver strategic value to our customers. The team is also responsible for building long-term, strategic business relationships that will lead to increased revenue growth, revenue retention and increase customer satisfaction. This individual is also responsible for managing a team to a set of defined revenue targets (renewal, upsell) and driving a regular cadence of portfolio reviews and account plans. 

 

The Director of Customer Success will focus on building the team's skills through training and certification. The Customer Success Management team will be expected to develop plans for extending our product and act as the customer’s strategic advisor. Customer Success Managers are expected to manage escalations and act as the customer’s single point of contact within Vantaca by navigating the organization to align the right resources to support the customer’s need 

Personal Characteristics

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
• Accountability Starts with Me: Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.

Requirements

• Drives the growth of Company as a hands-on executive, directly engaged with Customer Success Management, forecasting results and closing opportunities.  
• Understands customer business needs, participates in solution development and effectively communicates plans for executing against vision.
• Facilitates and/or conducts strategic, senior-level customer discussions/meetings with customers to drive value-based activities and results.
• Drives new business prospect activities, relationship development activities and promotes working collaboration with appropriate team members across the organization to drive new business.
• Develops a high performing Customer Success Management team through rigorous hiring, certification and management programs. Develops talented individuals who can act as strategic advisors and deliver value to our customers.
• Provides direction to the Customer Success Management team by offering guidance on customer management strategies, tools and approa