Director, Americas Customer Success

Your Title: Director, Customer Success

Job Location: Westminster, CO; Potentially open to remote for the right candidate

Our Department: Construction Enterprise Solutions

Are you ready to develop the future of customer engagement culture in a growing and successful technology company?

We are in an exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a strategic, results-driven Director of Customer Success to lead our CSM organization and mature our skillset, processes and execution.

Reporting to the Sr. Director of Customer Success, the Director of Customer Success Management will be a second-level leader responsible for managing a team of managers as they coach and develop their teams of CSMs for Trimble’s Construction sector. As the Director, you will set the overall direction for the Americas CSM organization, focusing on developing playbooks, best practices, and processes for driving adoption and growth through deeper engagement. In addition, you will be part of the larger Customer Success leadership team to help drive the vision, strategy, and roadmap for the Customer Success Organization.

What You Will Do

Our CSMs coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful. CSMs do this by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion.Thus, the goal of Customer Success is to increase software value realization and usage, drive adoption, gain deeper understanding of our customers and their business needs, improve retention, and find business expansion in our accounts. This Director role is absolutely vital to our long-term success and will be responsible for creating programs and best practices for upleveling our CSM skillset and creating a mature customer engagement culture.

• Provide strategic direction, development, and management of post-sales operations to drive quality and consistency

• Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals

• Coach team on genuine and positive customer engagement strategies, including monthly check-ins, consistent and substantive Executive Business Reviews, and developing demonstrable knowledge of customer’s business, goals, and priorities

• Hire, coach and develop a group of high-performing managers and their teams

• Increase product utilization and customer lifetime value through success plans, customer satisfaction, and overall health scores

• Leverage reporting to develop data-driven insights on customer behavior

• Own strategy for the CSM team, proactively identifying areas for innovation and improvement to help drive sustained year-over-year growth

• Act as a sponsor in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way.

• Drive standardized, proactive, and reactive outreach strategies for various points in the customer journey 

• Partner with peers to scale processes 

• Increase opportunities for expansion and up-sells by creating a bridge between Sales, Professional Services, and Customer Success teams

• Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.

• Be an internal customer champion

• Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success

• Create consistent and productive hand-off strategies with the Renewals team

• Establish a consistent and productive feedback loop with the Product team

What Skills & Experience You Should Bring

• Minimum 5-7 years experience leading Customer Success teams in a recurring-revenue SaaS environment

• Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented

• Proven experience leading teams, driving software adoption, expansion, and leveraging customer success best practices

• Looking for a natural problem solver, who is results-oriented and committed to the development of their team

• Exceptional strategic, conceptual analytical thinking, and decision making skills

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance  

• An effective delegator, able to effectively prioritize your own activities as well as teams

• Strong understanding of high value touch points with customers, including Executive