Director of Customer Success

Wowza is looking for a Director of Customer Success to spearhead our Customer Success strategy and lead our Customer Success team. The Director of Customer Success will be responsible for achieving customer objectives and revenue growth goals through the engagement, success, and retention of Wowza’s large and diverse customer base. The Director of Customer Success should thrive in a bold, fast-paced, value-driven leadership team and company. Reporting directly to the Vice President of Global Service Delivery as a member of the Senior Leadership Team, the Director of Customer Success will lead a team of Customer Success Managers, evolve and develop strategies to ensure the achievement of Wowza’s strategic growth and retention goals. 

What You'll Be Doing:

• Inform Customer Success Objectives and Key Results (OKRs) to ensure the alignment of the team’s skill and effort with strategic company objectives 

• Drive customer success outcomes that improve renewal rates, increase customer satisfaction (NPS), reduce churn, and drive new revenue growth through greater advocacy and reference-ability 

• Define and optimize the customer lifecycle and increase customer lifetime value by deploying programs that help customers achieve their goals through new features and use cases 

• Use data-driven insights to optimize processes, improve customer engagement, and deliver exceptional value to our customers.  

• Analyze customer data to identify trends, opportunities, and areas for improvement. Utilize metrics and feedback to drive continuous improvement in customer success practices 

• Implement and refine processes and best practices to improve customer onboarding, engagement, and support. 

• Build upon an existing world-class customer success team by hiring, onboarding, and mentoring high-performing Customer Success Managers, Technical Account Mangers and C.S. Op’s professionals 

• Partner closely with the Account Management team to identify and capture expansion opportunities 

• Collaborate internally cross-functionally to evangelize and prioritize customer feedback 

About You:

• Demonstrated progressive success in Customer Success or Sales 

• Prior or existing experience in the video / content streaming industry 

• 5-7 years of experience leading customer-facing organizations on a global scale 

• Exceptional leadership skills with a track record of developing and mentoring great talent to build high-achieving teams 

• Data-driven decision maker with experience rapidly testing new hypotheses to identify growth opportunities 

• Ability to skillfully balance customer needs and business objectives 

• Collaborative leader capable of driving cross-functional initiatives internally 

• Track record of developing and mentoring great talent to build high-achieving teams 

• Exceptional organizational, presentation and communication skills, both verbal and written 

• Demonstrated ability working in a fast-paced, collaborative environment 

• Bachelor’s degree or equivalent education required 

Benefits

Salary: $180,000-$,200,000

Comp plan eligible

The base salary range represents the anticipated low and high end of our salary range for this position. Actual salaries and benefits will vary and will be based on a range of factors, such as a candidate’s qualifications, skills, competencies, and location. The salary is one component of our total compensation package for employees.

Wowza offers a comprehensive benefits package which includes the following (US Employees):

• Medical, Dental, and Vision insurance available 1st day of employment
• Generous Paid Time Off
• 401(k) with strong company match
• Dependent Care Flexible Spending Account
• Employer Paid Basic Life Insurance and AD&D

• Voluntary Life Insurance (Employee/Spouse/Child)
• Parental Leave
• Short-Term and Long-Term Disability
• Training & Development
• Employee Assistance Program (EAP)

Who We Are:

Wowza Media Systems is a Colorado-based, globally-known leader in video streaming software solutions. Wowza’s software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza’s solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by priva