Director of Customer Success, West and Central NA

The Role:
The Director of Customer Success works closely with the rest of SnapLogic’s teams to achieve successful customer partnerships, through engagement, exposing new opportunities, improving Net Promoter Score (NPS), references and retention rates. This role will empower and coach a high performing team while establishing and maintaining relationships with all cross functional teams that touch the customer experience. This individual will be opportunities-driven with a proven track record for customer success in a SaaS business.

What You'll Do:

• Lead and develop a team of 5+ CSMs across strategic, enterprise and mid-market SnapLogic customers.
• Develop the Customer Success mission on both operational and strategic levels.
• Become a strategic advisor serving the customer, helping the customer improve performance and utilization, leading to enhanced NPS and retention.
• Create standardized playbooks/training materials for both customer & team to ensure knowledge enhancement of the product/ services.
• Define the problems, setting expectations, effectively communicating a solution path.
• Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction.
• Attract and recruit top tier talent; manage and develop a high caliber team.
• Set and communicate goals, action plans, and key metrics for CSM teams in different customer tiers with different levels of customer touch.
• Create dashboards to measure customer success.
• Coach, develop, and drive performance of individual CSMs.
• Lead strategic, cross-functional initiatives such as customer lifecycle definition, voice-of-customer, and product feedback.
• Build strong internal relationships and collaborate cross-functionally to drive training actions, services deployment, effective support and promoting the value of our product to customers.
• Identify expansion opportunities and Partner with Sales leaders to contribute directly to the companies revenue growthManage escalations from direct reports and follow a methodical escalation process to executive management.
• Ensure Customer feedback is communicated internally to enable ongoing improvement of SnapLogic products and services.
• Understand market trends and keep up-to-date with the latest news and developments impacting our industry.

What We're Looking For:

• 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role.
• At least 5+ years in a leadership/management role in a SaaS company overseeing customer experience/success team(s) in a B2B environment.
• Demonstrated ability to successfully select, train, coach and develop team members.
• Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilizationDemonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction.
• Demonstrated track record of using data analytics to drive increased value for customers.
• Deep understanding of value drivers in recurring revenue business models.
• Successful in engaging cross-functional business and technical teams to provide timely issue resolution.
• Ability to evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members.A passion for customer insights and research in pursuit of effective and efficient customer service and performance driven Previous experience leading a successful customer experience/success team in a growth-oriented environment.
• Travel is required minimum 30% of time.

Why Join:
There's never been a better time to join SnapLogic. Here are a few reasons why:
Perks And Benefits: The list includes, but is not limited to: competitive salary, flexible PTO (USA employees), comprehensive healthcare; 401(k); FSA and supplemental insurance; paid parental leave; wellness and fitness reimbursements; gym and lunch on site (HQ); remote/hybrid work for majority of roles.
Company Momentum: Industry experts have consistently recognized our company, products, customers, and employees as best-in-class, from our year-over-year Leadership in Gartner’s iPaaS Magic Quadrant, to our 2021 CODiE Award win, to our recognition as a 2022 Bay Area Top Workplace.<