The Overview
As the Director of Customer Success, you are a strategic leader who is responsible for developing and implementing a comprehensive customer success program designed to enhance customer satisfaction, retention, and advocacy. You are passionate about fostering strong client relationships, identifying growth opportunities, and ensuring our customers achieve their business goals.
Your Workdays Can Include Any of the Following Tasks:
- Developing and implementing a customer success strategy focused on customer satisfaction and achieving client goals.
- Overseeing client accounts, monitoring performance, addressing issues, and identifying opportunities for expanded services.
- Creating effective onboarding processes with clear expectations and achievable goals that set new clients up for success from day one.
- Developing and nurturing a customer advocacy program to turn satisfied clients into brand advocates as demonstrated through testimonials, referrals, and case studies.
- Gathering and analyzing customer feedback and insights to drive continuous improvement in our services and customer experience.
- Using data and key performance indicators (KPIs) to measure outcomes of the customer success program.
- Collaborating with sales, marketing, and client services teams to ensure a coordinated and seamless customer experience.
The Skills and Qualifications You Bring:
- Strategic thinking with a track record of designing and implementing high-performing customer service programs
- 3+ years of demonstrated success in a customer success leadership role
- Data-driven mindset with proficiency in CRM software (HubSpot preferred)
- Excellent communication and relationship-building skills
- Experience in SaaS industry
- Bachelor’s Degree in business, marketing, or communications is preferred
- Authorization to work in the U.S. without employer sponsorship
