Director of Customer Success

Customers are the lifeblood of our company.  To make our customers successful, we approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey. Customer Success is essential to our overall company growth. We are seeking a leader who will evolve our customer success organization’s vision, strategy, processes, and execution, acting as a catalyst to improve the quality of our services and overall customer experience.

As the Director of Customer Success, you will combine execution, management and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value.  You will also be managing a few of our key clients directly, by understanding their business needs and helping them achieve their goals. We seek a passionate, consultative, strategic, high-empathy leader who can vision our organization toward meeting customer expectations as we continue to move up-market.

Responsibilities

Building and Empowering the Team

To effectively develop, manage, support, and grow a team of Customer Success Managers (CSMs) in a rapidly growing SaaS company, it's crucial to provide them with the necessary knowledge, tools, and processes. This empowers them to deliver exceptional service to customers while also advancing their careers.

Motivating and Managing for Success

• Achieve Goals: Inspire and manage the team to meet customer adoption, retention, and expansion targets.
• Strategic Engagement: Ensure the team engages strategically with customers, helping them prioritize activities to drive value realization. This involves role modeling through customer engagement, shadowing the team, attending Business Reviews, and assisting with the execution of success methodologies.

Forecasting and Retention

• Renewals and Expansion: Accurately forecast renewals and expansion opportunities while predicting customer health.
• Retention Targets: Meet or exceed both Gross and Net Retention targets to ensure business continuity and growth.
• KPIs and Reporting: Drive key performance indicators and success criteria, measure results, and report outcomes to senior stakeholders.

Strategic Guidance and Process Improvement

• Account Planning: Provide strategic guidance in account planning and renewal strategy development.
• Process Enhancements: Continuously measure and improve processes to enhance the customer and CSM experience in terms of adoption, retention, and expansion.

Leadership in Process and Tool Deployment

• Critical Processes: Lead the identification, deployment, and adoption of critical processes and tools that align business objectives with functional plans and outcomes.
• Complex Issue Management: Tackle complex issues that may not be clearly defined, ensuring alignment with business objectives.

Strategies for Team Scalability

Identify strategies and assets that create a scalable team capable of delivering positive business outcomes and enhancing customer value creation.

Optimizing the Customer Journey

• Customer Satisfaction: Develop or optimize the customer journey to ensure satisfaction and long-term retention.
• Cross-Department Collaboration: Partner with Marketing, Support, Professional Services, and Sales to create a seamless customer journey that delights customers, boosts satisfaction, inspires referrals, and guides account growth.

Engaging with Leadership

• Senior Leadership Engagement: Engage independently with senior leadership to present cohesive strategies and measurable outcomes, securing agreement and budget for initiatives.

By focusing on these core areas, a SaaS company can cultivate a robust CSM team that not only supports customer success but also contributes to the company's overall growth and innovation

Requirements

• 15+ years of experience in customer facing roles in Customer Success, Professional Services, and/or Customer Support
• 5+ years of leadership experience in a CSM team at a B2B SaaS company
• In-depth experience with Onboarding, Renewals, Expansion processes, and tracking
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
• Experience creating reporting, analyzing data trends, and following forecasting processes
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) required
• Bachelor’s Degree; Business Administration or equivalent preferred

Job Environment

Employees of Schoox work independently from home offices. Each empl