Senior Director, Customer Success

Salary Range: The applicable salary range for this position is up to $170,000 per year base, which is dependent on a variety of factors including relevant experience, geographic location, business needs, and market demand.

Who We Are:

Persado provides the only Motivation AI platform that generates personalized communications at scale, inspiring each individual to engage and act. Many of the world’s largest brands, including Ally Bank, Dropbox, JPMorgan Chase, Marks & Spencer, and Verizon, rely on Persado to generate hyper-personalized communications. Persado’s generative AI is trained on more than 100 billion digital business language impressions across industries, enabling marketers to motivate customers and drive significant business value.

As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued. We understand that our team members and our inclusive culture are what make Persado special. Persado is proud to be named on Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021 & 2022.

What We Are Looking for:

As a Senior Director, Customer Success, you will be responsible for partnering with your customers in driving value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, establish success metrics & track results, drive utilization, provide awareness to all available Persado solutions, and uncover growth opportunities.

What You Will Work On:

• Be a leading member of the Customer Success Team's Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business
• Lead an organization of Customer Success Managers and/or Directors who are responsible for widespread adoption and consumption of Persado across the customer base, and ultimately for achieving or surpassing Persado’s net retention targets
• Coach and support your team through the strategic development and execution of an account plan with a results-oriented, methodical approach that moves customers along a maturity path and delivers to their quarterly, semi-annual and annual objective
• Attract and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, establishing rigorous interview standards, set expectations on performance and giving feedback, manage out underperformers, set up training and mentoring working with gtm enablement and cross-department collaboration,
• Create a culture of massive customer delight, communicate and incentive to drive performance that is equipped to meet the demands of our rapidly evolving business to-scale by defining and segmenting the regional customer portfolio and being informed of skill levels and market compensation
• Identify opportunities for continuous improvement including evolving process, reporting, and presentations to scale for lifecycle and industry playbook optimization & success plans

What You Bring:

The ideal candidate will be bright, ambitious, self-driven, hard-working, team player and flexible.

• 8-10 years of relevant experience as an Customer Success Manager, Customer Program Manager, Account Manager, at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
• A fast learner, eager to learn about new solutions, technologies and processes; tech-savvy and comfortable in a demanding and fast-paced role that combines elements of multiple disciplines (customer success, technology, account management, project management, etc.) and often requires creative problem-solving skills
• Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
• Consultative mindset in assessing business and strategic customer priorities. Obsessed with customer outcomes.
• Results-oriented, data-driven, and methodical approach to planning, governing and executing customer scopes while instilling mutual accountability
• Strong grasp of and experience in building and executing financial business value / ROI cases
• Experience in leading any number of customer interactions including Quarterly Business Reviews, status calls, building program presentation decks, and key communications across several cross-functional groups including Executive meetings
• Collaborative team player with the ability to shift gears quickly and efficiently: good at managing and prioritizing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
  

What We Offer: