Fonteva – Director of Customer Success – Remote

Togetherwork’s Association Business Unit, which is comprised of two product solutions (Fonteva and Protech), is looking for an experienced Director of Customer Success who will be responsible for the retention, satisfaction, and the overall relationship with its customers. As a senior member of the customer success leadership team reporting directly to the VP of Customer Success and Support, you have a track record of driving cross-functional customer success initiatives, managing and mentoring 7+ customer success managers, and achieving a high retention and customer satisfaction rating. This is a full-time remote role that is very hands on and may require limited travel to strategic customers sites.

 Responsibilities:

  • Define and deliver a world-class SaaS customer success vision for the global company
  • Own and deliver on customer health goals, retention goals, and over all account strategies
  • Manage, train, and mentor a global team of 7+ Customer Success Managers in the US and UK
  • Manage the customer lifecycle, voice of the customer, and other customer centric initiatives
  • Implement and scale the strategic accounts initiative with standard materials, process, and tools
  • Implement and manage a standard customer business review cadence with strategic customers
  • Partner with operations and legal to ensure accurate renewal quotes, invoicing and payment
  • Partner with the sales and marketing teams to meet quarterly expansions goals
  • Partner with professional services to generate quotes, project timelines, and address escalations
  • Manage customer information, heath, other critical data points in the CRM
  • Manage a small book of business comprised of some of the more strategic customers
  • Develop deep and lasting relationships with our customer’s leaders and executives

Required experience:

  • Passionate about customers, their success, and how software solutions can achieve their needs
  • Experience creating a customer centric team culture and mentoring team member’s careers
  • 7+ years of customer success or account management at a SaaS or software solution company
  • 3+ years of leading customer success teams at a SaaS or software solution company
  • Excellent communicator in-person, on the phone, through email, and over video
  • Strategic thinker with the ability to think and respond quickly in front of customers
  • Self-starter able to deliver on objectives through collaboration and persuasion
  • Strong organizational skills with keen attention to detail
  • Able to manage simultaneous initiatives and deadlines accurately and efficiently
  • Able to maintain a positive, collaborative, and upbeat attitude

Desired experience:

  • Experience working with cross functional teams in a matrixed organization
  • Membership and events management experience with associations and non-profits
  • Experience with Salesforce, Microsoft Dynamics, or related CRM
  • Experience with professional services organizations
  • Ability to travel occasionally to customer sites as needed

 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary : $130,000 - $140,000

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