Director of Customer Success and Operations

Job Title: Director of Customer Success and Operations

Location: Remote

About BetterCloud:

BetterCloud is the leading SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. We are a dynamic, fast-paced company, and our mission is to transform and simplify the way IT manages its SaaS applications.

Job Description:

BetterCloud is seeking a Director of Customer Success and Operations to systemically and predictably create surplus value for our customer base. This position is responsible for developing and maintaining a world-class service operating system, including customer health scores, forecasting, account planning, journey mapping, enabling Annual Recurring Revenue (ARR) growth. The ideal candidate will possess a strategic mindset, strong analytical skills, process orientation, and a passion for optimizing customer experience and value.

The ideal candidate will be passionate about helping our customers achieve success with our platform, have a deep understanding of customer needs, and be adept at building strong relationships. This role will work closely with various teams, including Professional Services, Customer Support, and Marketing to ensure a seamless customer experience.

Responsibilities:

• Evolve Customer Engagement Programs: Work closely with the Customer Marketing team to develop and execute customer engagement programs to ensure smooth onboarding and integration of new customers.
• Co-designing of Customer Marketing Programs: Partner with the Customer Marketing team to design and execute targeted customer engagement programs, including webinars, user groups, and educational content, aimed at increasing product usage and customer loyalty. Within these programs, target economic buyers to encourage their participation in reference programs, speaking engagements, and case studies to build stronger, mutually beneficial relationships.
• Creation of Onboarding Best Practices: Work closely with Professional Services and Customer Support to ensure new customers are fully aware of our product suite and capabilities. Develop standard operating procedures (SOPs) for onboarding processes and continuously refine them based on customer feedback and operational learnings.
• Organization of Account Planning: Lead the development of strategic account plans to maximize customer value and drive retention and expansion opportunities. 
• Guide Strategic Account Plans: Lead the creation of detailed, strategic account plans designed to maximize customer value, drive retention, reduce churn, and identify expansion opportunities. These plans should be owned by the Customer Success Managers and include specific goals, timelines, and measurable outcomes.
• Develop the Customer Journey Mapping: Develop and maintain detailed customer journey maps that outline the end-to-end customer experience. Use these maps to identify key touchpoints, pain points, and opportunities for enhancing the customer experience at each stage of their journey.
• Value Articulation: Assist Customer Success Managers in clearly articulating the value proposition of our products and services to economic buyers. Develop messaging frameworks and presentation materials that highlight ROI and business impact. 
• Mapping to Economic Buyers: Develop and implement strategies to identify and map key economic buyers within customer organizations. Ensure that CSMs have a clear understanding who the decision-makers and influencers are that impact purchasing decisions.
• Relationship Development: Guide Customer Success Managers in building and nurturing relationships with economic buyers. Provide coaching on effective communication techniques, meeting preparation, and follow-up strategies to ensure strong, long-lasting relationships.
• Refine Customer Health Monitoring: Hone, implement, and continuously improve customer health score models to proactively monitor customer satisfaction and predict potential and ensure the health score model reflects the most pertinent operational metrics. 
• Health Score Model Design: Partner with our Data team to develop sophisticated customer health score models incorporating key metrics such as product usage, customer feedback, and support interactions. Ensure these models provide a comprehensive view of customer health and are updated with the latest operational data.
• Proactive Monitoring and Intervention: Implement systems to proactively monitor customer health scores and identif