The Director, Customer Success is responsible for developing customer relationships that promote retention and loyalty.  The Director leads a team of analysts and operations personnel in support of customers to ensure they are satisfied with the services they receive and improves on areas of dissatisfaction.

Specific Duties:

  • Oversee training and onboarding of customer teams, ensuring strong adoption and ongoing engagement
  • Develop and oversee services offerings where team is actively assisting customers in running their programs
  • Develop and oversee a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Participate in building and deployment of best practices to ensure customers are realizing the maximum benefit from the company’s products and services
  • Leverage usage patterns and business trends to gain insights, provide guidance and increase satisfaction
  • Oversee periodic customer success reviews that confirm satisfaction, resolve issues, and expand use throughout the account; Includes Quarterly Business Reviews, Vendor Performance Workshops, and recurring meetings
  • Collaborate with Client Partnerships and Professional Services teams to share customer insights that inform upsell/cross sell opportunities and deliver the best service
  • Provide expert customer insight to Product Management on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates

 

Key Measurements

Product Usage

Support Case Volume

Course Attendance

Learning Satisfaction

Qualitative Feedback

Customer Retention Cost

Supplier Network Fill Rate

Supplier Network Processing Time

 

Key Metrics

Customer Health Score

Customer Satisfaction

Net Promoter Score

Referral Rate

Renewal Rate

Order Growth

Supplier Network Growth

Drop Ship Product Conversion Rate

 

Qualifications

Bachelor’s degree in Business, Computer Science/Engineering, or related field required.

7+years of progressive experience establishing and leading a Customer Success team within a SAAS, software or related technology firm

Proven track record of leading engagements and delivering outcomes for large enterprise customers

Retail / ecommerce software experience and business operations knowledge required

Experience working to promote value through customer experience

Exceptional ability to communicate and foster positive business relationships

Process analysis and optimization experience required

Strategic thinker and creative problem solver

Deep understanding of customer needs regarding the use of products, and technical acumen to understand, troubleshoot, and explain technical issues

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