Director, Customer Success

We are seeking a Director, Customer Success that will hold a strategic customer-facing position leading a team of Customer Success Managers.  You will have direct influence on our future growth and success by developing team members and working with your team and portfolio of customers to ensure customer ROI is achieved.  You will be linked into the CXM industry, understanding topical business issues and evolving approaches, networked to key customer decision makers and highly adept at relationship building.  As an accomplished, respected leader you will have a reputation for impeccable customer and team management, creativity, attention to detail and strategic insight in the delivery of results and recommendations – in short, providing out-of-the box thinking that wows your customers.

Job Responsibilities

Optimize the customer journey to ensure that each and every customer derives real value from Alida

• Help define the vision of the ultimate customer experience 
• Support your CSM team’s development of success plans for their customers 
• Oversee lifecycle processes/touch points, including exec sponsor program, “listening” points (e.g. on usage), and others 
• Help create various plays for common scenarios 
• Manage escalations from your direct reports, and follow a methodical escalation process to other Alida departments up to and including execs. 
• Identify opportunities for continuous improvement 
• Establish highly effective executive sponsor relationships to ensure a close and successful long-term business relationship with customers 
• Own renewals and ensure industry leading retention by proactively managing risk.

Drive true value for customers

• Be an expert on best practices and innovate as ours and our customer’s businesses evolve 
• Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor 
• Determine how to define, drive, and demonstrate the value (ROI) delivered 
• Act as the voice of the customer and gather feedback from customers to: Improve the customer experience Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those Help drive company-wide definition of ideal customer Help strengthen company-wide customer feedback loop Help foster company-wide culture of Customer Success 

Act as the voice of the customer and gather feedback from customers to:

• Improve the customer experience 
• Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those 
• Help drive company-wide definition of ideal customer 
• Help strengthen company-wide customer feedback loop 
• Help foster company-wide culture of Customer Success  Drive alignment on expansion with sales
• Align with sales on up-sell strategies and focus on selling with a retention focus 
• Identify expansion opportunities and align with Sales to ensure smart hand-off 

Own key metrics for your team

• Retention
• Expansion sales and pipeline development 
• Adoption 
• Customer and employee satisfaction
• Churn forecast
• Own the financial model for your team, including projections of costs and revenue forecasts of retention and upsell rates 

Recruit, mentor, groom and inspire a world-class team

• Build a pipeline of great candidates 
• Establish a rigorous interview process 
• Set expectations on performance and give feedback 
• Set up training and mentoring to grow team 
• Create a culture of massive customer delight 

Achieve operational excellence

• Continuously communicate metrics to team 
• Report on key metrics to senior CS management and leadership weekly 

Requirements

• 8+ years related work experience in a Customer Success organization, leading teams towards successful customer outcomes
• BA/BS required 
• Deep background in leading customer engagements either through services, support, account management or customer success.
• Strong experience in SaaS business practices, and metric reporting
• Strong knowledge of SaaS business model (subscription/term, churn forecasting, ARR/MRR, etc.) 
• In-depth experience building and mentoring high-performing teams 
• Strong productivity tools skills – Microsoft Suite and CRM systems 
• Experience working with large and complex enterprise accounts 
• Experience with CXM, insights community panel management and/or online research a plus 
• Preferred experience with Salesforce
• Ability to travel post Covid