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Director, Customer Success
Henry Schein OneAmerican Fork, United StatesRemotefull_timeVerifiedPosted 11 Nov 2024
💰 $190,000/yr($150,000/yr – $190,000/yr)
About the role
This position is Remote within the United States
Job Summary
This position is responsible for directing customer success outcomes to achieve desired results by overseeing the customer lifecycle. This includes regular reviews of customer status, ensuring the retention, satisfaction, and growth of customer relationships. Evolve customer success strategy and execution by envisioning, creating and implementing high touch and digital programs and processes to ensure customers get the most of their investment from the company’s products.
What you will do
Job Summary
This position is responsible for directing customer success outcomes to achieve desired results by overseeing the customer lifecycle. This includes regular reviews of customer status, ensuring the retention, satisfaction, and growth of customer relationships. Evolve customer success strategy and execution by envisioning, creating and implementing high touch and digital programs and processes to ensure customers get the most of their investment from the company’s products.
What you will do
- Responsible for all proactive and reactive Customer Success activities for 1-7 practice location customers for all products – driving customer engagement, retention, and satisfaction
- Define what success looks like for the various product lines by customer segment; set goals and measure results
- Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means
- Use Gainsight to build customer dashboarding, executive visibility, and CTA workflows
- Create and implement processes that help customers achieve evolving desired outcomes
- Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn
- Resolve a wide range of complex issues and/or projects using creative, effective, and sometimes unique ways
- Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them and provide a clear path to escalation
- Coordinate cross-functional processes that help meet retention targets
- Develop scalable processes to relay customer feedback to the product team by priority
- Align with the support team on CX expectations and escalation paths
- Provide guidance to the success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention
- Promote a proactive approach amongst the team and ensure they are promoting customer success best practices with customers
- Manage multiple complex projects and metrics including Net Churn, Monthly Recurring Revenue Growth, Net Promoter Score, Customer Health Score
- Define, staff, and operationalize “retention team” providing a reactive motion
- Implement ideal use and build out of Gainsight CTAs and proactive workflows
- Lead, mentor, and grow the customer success team to ensure high performance and engagement
- Collaborate and align processes with Strategic Account Management/Strategic Customer Success Management team members
- Help execute a strong digital, low touch strategy and resource tooling and process to do so.
- Responsible for Voice of Customer inputs for 1-7 location segments
- Serve as a resource to oth
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