Director, Customer Success (Key Accounts)

Job Title: Director, Customer Success (Key Accounts)

Location: Central or Eastern Time Zones

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains the nation’s elite talent.  

At Salesloft, our Director, Customer Success (Key Accounts) is pivotal to our company’s success.  You will be a key member of our fast-growing Customer Success Organization acting as an influential leader driving our customer strategy. You will manage a high-performing team of 10+ Customer Success professionals, empowering your team to deliver a best in class customer experience to our largest customers, our highest potential growth customers in the company.  

In this role, your priorities will be to partner with other CS leaders and your Revenue counterparts to refine processes, systems, and resources to successfully support our largest customers. You will own your team’s performance metrics and be responsible for guiding them to meet and exceed their goals.   You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are doing the same in their own books of business. You will own the renewal forecast for your segment, reporting metrics to our executive team weekly and reporting on renewal trends quarterly.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to standardize activities that CSMs execute at each stage in the customer journey. Internal alignment is critical to success, you will partner closely with Marketing, Sales, Product and other internal stakeholders to rally the organization around customer outcomes. Daily you’ll focus on developing your team - coaching them to deliver ROI and strategic guidance for their customers. Remember, you are an innovator of our customer experience and you will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer facing leader who will manage a team of CSMs dedicated to engaging, retaining and driving our customers' outcomes with of Salesloft product offerings. The Director, Customer Success is measured on the retention and adoption of a book of business within the Enterprise portfolio of Salesloft’s customers. 

On a day-to-day basis, you will be responsible for holding one on one’s with your team to coach, develop, and progress their own careers at Salesloft and beyond. You will develop our strategy for managing high-touch customers while also keeping a mind for scale, focusing on growing the team and evolving the customer experience as we expand our customer base. You will partner with Enterprise sales teams to provide pre-sales support in communicating the customer success experience to prospective customers. You will surface trends and advocate to our technical support and product teams, amplifying the voice of the customer. You will also communicate internally, educating departments on the value that the customer success team delivers through customer win stories. You will develop relationships with key stakeholders within your team’s portfolio.

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming the Director, Enterprise Customer Success is the career path for you!

THE TEAM:

Our Salesloft’s Customer Success team is comprised of seasoned and up-and-coming professionals who are all aligned on one mission: to redefine the Revenue Orchestration space and activate the authentic seller in all of us. 

The Customer Success team consists of 40 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.   We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

THE SKILL SET:

• 8+ years of relevant experience (customer success & sales) 
• 5+ years of managerial experience
• Demonstrated ability leading a customer facing team to exceed performance goals — strong people management, coaching and development experience
• High level of business acumen and an ability to communicate effectively with internal financial stakeholders
• Able to influence through gaining buy-in, persuasion, negotiation, and consensus building
• Confident in presenti