Director of Customer Success

Director CX

 

Featured on Deloitte's Technology Fast 500 list and G2's leaderboard Maropost transforms ecommerce, marketing automation, retail, helpdesk and, search & merchandizing with commerce tools designed to scale for fast growing businesses. Driven by curiosity, creativity, and collaboration we power over 5,000+ global brands.

 

We believe in fostering a learning culture where everyone can thrive. If you have a passion for innovation and a drive to create, you'll find a career here. If you're ready to make a significant impact and be part of our transformative journey, Maropost is the place for you.

 

 

About the Position:   

In your role as a Director of Customer Success, you will drive the AMEA & EMEA based success teams’ performance and partner with customers to identify how organizations can optimize the Maropost product suite including ecommerce site management, retail POS software, marketing cloud software, and an AI-driven search and merchandising plugin for Shopify. You'll be responsible for training and developing your direct reports, while also being on top of the forecast and important leading indicators of success. This individual should have a proven playbook of how to manage 1:1s, weekly meetings, overall cadence with the team and most importantly a strategy for generating outbound opportunities.

Reporting to the VP Sales, you will partner across the organization with people who are eager to disrupt, learn, have fun, and be a part of a winning culture. 

 

What You'll be Responsible for:  

• Leads a team of 7-10 Customer Success contributors to develop strategies to improve customer retention rates, growth and overall satisfaction.
• Oversee customer onboarding, adoption, to ensure a smooth and positive experience and ensure that customers receive value from the Maropost product offering.
• Assist your team throughout their customer cycles by deeply understanding customer's needs, participating in deal reviews, transfer knowledge of complex selling and effectively articulating the Maropost value proposition + return of investment across the prospect buyer map.
• Proactively create + refresh individual territory strategies to develop sustainable growth within customer base.
• Drive the adoption of our products by understanding customer needs and providing tailored solutions.
• Collaborate with Sales and Marketing teams to develop and execute campaigns aimed at expanding product usage.
• Act as the voice of the customer within the organization, ensuring customer feedback is incorporated into product development and company strategy.
• Develop and maintain strong relationships with key customers, acting as their advocate within the company.
• Monitor and analyze customer success metrics, providing regular reports to senior leadership.
•  Travel as necessary.

 

What You'll need to bring to Maropost

 

• Experience in a high-growth, SaaS scaleup with fast-paced, rapidly changing environment is essential.
• 6+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
• Experience selling retail, e-commerce, or email solutions is preferred.
• Proven track record of driving customer retention, adoption, and growth in a SaaS environment with a track record of delivering over 100% NRR.
• Strong sales fundamentals, business & sales acumen.
• Coachable, authentic, hungry, driven, energetic, curious, passionate, entrepreneurial, and analytical in nature.   
• Excellent presentation and written business communication skills; ability to lead meetings internally and externally and executive briefing.
• Experience creating a demand generation engine for upsell and cross sell opportunities. 
• Constantly investing in and motivating your team culture through intentional focus on rallying your team around their impact, mission, and. priorities, while also driving collaboration and sense of belonging among a distributed team.    
• Process and task oriented; very organized and diligent; demonstrated ability to use data to make informed business decision.
• Familiarity with Gong, SFDC, HubSpot, M365, Apollo, and LI Nav are a bonus.