Director, Customer Success

Job Description

• Develop and execute the vision and strategy for customer growth and retention • Mentor and cultivate a high performing team and leading from the front, rolling up your sleeves and getting into the weeds when needed • Anticipate changes and scale of the post sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization • Drive customer outcomes, through product adoption and delivering an amazing customer experience • Provide a strong point of escalation for your team and interface with customer champions • Maintain consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth) • Champion our customers and creating tight feedback loops between our customers and internal teams • Foster new business growth through building advocacy and reference-ability within our customer base • Collaborate with internal partners for product and process improvement

Qualifications

• 5+ years people management experience • Proven track record of success in achieving growth and retention metrics in a customer-facing role, with at least 8 years of experience in customer success management • Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals • Exceptional communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels • Strategic mindset, with the ability to develop and execute customer success strategies aligned with business objectives • Analytical mindset, with proficiency in data analysis and interpretation to drive data-driven decision-making • Experience working with highly technical customers across cloud infrastructure, developer tooling, or business intelligence products • Passion for customer advocacy and driving customer outcomes in a fast-paced, dynamic environment • Experience managing and prioritizing a regional book of business • A kind person

Benefits

• equity • 401(k) plan • medical, dental, and vision benefits • education stipends