We are looking for a leader who will report to our VP Customer Success Management and has a successful track record of being both a coach and hands-on team player, with an exceptional customer success mindset. The ideal candidate will be considered a trusted advisor and key collaborator to partner with our customers in driving their business forward. Experience in both analytical and consulting/advisory skills are critical to the success of this person. Not only will you take full responsibility for customer accounts across the different stages of their lifecycle – from onboarding to renewal, but also for the success of your team.
Proven team management skills with regards to cultivating high-performing teams, contributing to the setting and achievement of aggressive goals as well as building a strong sense of team spirit. An approach that ensures seamless collaboration and communication within the Customer Success team and adjacent teams, such as the Sales and Product teams.
Director Customer Success Management – Americas (f/m/d)
Hybrid work mode and based in Boston, MA
WHAT IS WAITING FOR YOU?
- Fun, fast-paced and growing company with SAP LeanIX
- Customer Success team that values accountability, transparency and innovation
- Collaborative environment within the Customer Success team as well as across the Sales, Marketing and Product teams
- Drive the success of the Americas-based Customer Success Management team, with a focus on both expansion and renewals
- Maintain high-level of customer satisfaction, measured by Net Promoter Score, while mitigating churn risks
- Proactive planning, across the go-to-market teams, to achieve upsell and revenue goals
- Development of strategic Success Plans and related Account Plans
- Maintain leadership-level connections within your, and your teams, customer base
- Ensure continued success using LeanIX products to drive business outcomes with our customers
- Be considered a trusted advisor by way of best practices recommendations from product usage to industry-specific trends
- Ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
- Act as an authority and trusted advisor for customer and internal escalations
- Ability to diagnose common customer needs and issues, in terms of business value and outcomes (primarily CIO/IT org) and then translate those needs into actionable solutions
WHAT ARE WE LOOKING FOR?
- 10+ years of work experience in Customer Success, IT/Cloud Management or Consulting
- 3+ years of work experience hiring, developing, motivating and mentoring a team
- Experience leading a team within a high growth SaaS or hi-tech business
- Experience in customer management, not just project management
- A low-ego leader who instills confidence and is also able to get into the weeds
- Understanding of key customer success concepts, such as data-driven and business outcomes
- Disciplined and results oriented. Must be entrepreneurial with a high-level of energy, intensity, dedication, and an unrelenting drive to succeed and win
- Extremely high work ethic and strong ability to prioritize
- Impeccable integrity and ethical standards
- Preferred, but not required, is 1+ year(s) working knowledge using Gainsight or Totango
- Preferred, but not required, fluency in Spanish and/or Portuguese
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