Director of Customer Success

Joomag is looking for a highly motivated and experienced Director of Customer Success to join our team. As the leader in the Digital Publishing industry, Joomag helps companies easily create and distribute digital publications, measure their performance, and drive revenue growth and ROI with data-driven insights and feedback capabilities. With over 5,000 clients and millions of users worldwide, including renowned names such as Costco, HP, Dell and Spectrum, Joomag is at the forefront of revolutionizing the way businesses interact with their audiences.

As the Director of Customer Success, you will play a critical role in ensuring our clients' success and satisfaction. You will be responsible for developing and executing strategies to drive customer engagement and retention, while also working closely with cross-functional teams to maximize customer value and contribute to our company's growth. This is an opportunity to join a dynamic team of passionate individuals and make a significant impact on the success of our clients and our company.

Responsibilities

• Develop and implement a customer success strategy that aligns with company goals and objectives.
• Build and manage a high-performing Customer Success team, providing leadership, mentorship, and guidance.
• Establish strong relationships with key stakeholders, including executives, customer success managers, and technical support teams.
• Drive customer engagement and adoption of Joomag's platform, ensuring customers extract maximum value from their investment.
• Collaborate with Sales and Marketing teams to identify upsell and cross-sell opportunities and drive revenue growth.
• Proactively identify and address customer concerns and challenges, working closely with the appropriate teams to find timely solutions.
• Develop and maintain customer success metrics and KPIs to track team performance and customer satisfaction.

Requirements

• Proven experience in customer success management within a B2B SaaS company.
• Expertise in marketing technology and sales enablement.
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
• Detail-oriented with exceptional organizational and project management abilities.
• Analytical mindset with the ability to use data to drive decision-making and strategy.
• Proactive and customer-focused approach to problem-solving.
• Ability to thrive in a fast-paced, dynamic environment.