Simplex – Director of Customer Success – Remote, USA

Director of Customer Success Jobs, Remote Customer Success Jobs
United States
May 11, 2023
Full Time Remote
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Job Description

Simplex – Director of Customer Success

This role is 100% remote anywhere in the US. 

Our client is a fast-growing, SaaS Software company. Though SaaS experience is a bonus, it is not required for this role.

Leading the Customer Success & Renewals Team, the Director of Customer Success ensures the ongoing success of customers as they transition from the sales pipeline to active paid users, managing new and existing contract renewals and acting as the point of contact for all escalated issues and complaints that may come from Support (which is a different org). Working cross-functionally, the Director of Customer Success leads the adoption, retention, and growth of a portfolio of customers, providing a best-in-class client experience, and best practice recommendations based on customer user analytics and feedback, ensuring customers are maximizing the value of their investment.

Responsibilities:

  • Customer Success Team Leadership:
    • Leading the Customer Success (CSM) & Renewals Team, developing, and building the operations as we grow and increase the long-term value of our customers
    • Conduct weekly 1:1 meetings with direct reports for coaching and skill development
    • Drive initiatives to improve efficiencies and develop a high-performing team
  • Engage in critical thinking and continuous process improvement to facilitate a high-quality customer onboarding experience
  • Develop and management methods to record and analyze customer feedback
  • Collaborate with our Training Manager to develop and implement training programs for new hires and experienced employees
  • Recommend updates and expansions to technology, processes, and policies that may improve customer service and retention
  • Serve as an escalation point for customer concerns and work with your team and cross-functional partners to find creative solutions
  • Collaborate with product and engineering teams to prioritize issues for resolution
  • Develop and monitor KPIs within the department, along with client and employee feedback, to thoughtfully grow the department and lead change management on improvements needed to achieve organizational goals
  • Develop and execute strategic account plans that identify timely contract renewals, upsell opportunities, and expanding relationships that will maximize profitability
  • Identify super users and customer advocates for product feedback, beta groups, and customer success stories
  • Identify accounts that are likely to churn using product data, creating engagement strategies for high-risk accounts
  • Monitor and report to the senior leadership team customer health scores, product adoption, and engagement

Requirements:

  • 5-10 years of Customer Success experience.
  • Leadership experience. You will be building a culture of empowerment and guiding an org of 15 with 7 direct reports.
  • Leading from the front. Not afraid to be customer-facing and jump in to help resolve escalated issues.
  • Experience working in startup-like, high-growth, sometimes chaotic environments.

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