Director Customer Success Management, Americas East

Job Description

• Managing a team of CSMs and helping them to deliver exceptional customer experiences • Setting, measuring, and analyzing metrics to clearly indicate what success looks like • Hiring and growing your CSM team to keep pace with customer demands • Using a CS CRM to scale the CSM function and engage the entire company in CSM activity • Identifying further data requirements for the CRM and working with CS Operations to enable • Evaluating existing processes and workflows, improving and adding wherever required • Coaching your CSM team through various methods to help them deliver a better service • Acting as an escalation point for any customers dissatisfied with the platform service • Working closely with the CSE managers to consistently improve customer issue resolution • Forecast key CSM metrics through a variety of data analysis tools, actioning where required • Reporting the above metrics to the CS leadership team on a weekly basis

Qualifications

• 5+ Experience working in Customer Success at a SaaS company • 5+ Experience devising and implementing SaaS customer activations strategies • 5+ Experience setting and managing KPI's and growth plans for team members • Experience driving efficiencies and undergoing significant scaling • Experience specifying, staffing, and managing projects both internally and externally • Desire to work cross-functionally, engaging closely with Product and Engineering • Desire to mentor direct reports and help them succeed in their growth • Taking ownership of important decisions in the absence of leadership • Experience working in an asynchronous communication environment • Ability to calmly handle pressurized situations at all times • Technical knowledge within modern application development and deployment

Benefits

• Great compensation package and stock options • Inclusive Healthcare Package • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills • Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays • Remote Friendly - Work with teammates from different time zones across the globe • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed