Director Customer Success Commercial at OwnBackup in Englewood...

Director Customer Success Commercial at OwnBackup in Englewood...OwnBackup is seeking a highly qualified and motivated Director of Customer Success - Commercial. We will not be successful unless our customers are receiving massive value from our Products and Solutions. As such, we need an experienced senior director to own driving success for our customers. Ultimately, we're looking to convey the story of our value proposition by way of strategic business reviews and relationships, bridged by actionable data and results. To be successful in this role, you will need a blend of skills including leadership, influence, business insight, communications, and project management. Specifically, you will organize, lead and facilitate cross-functional work streams, manage multiple projects in parallel while working closely with key senior leaders. You will be responsible for executing the strategy in your region and an ambassador for improving processes and developing a world-class customer success organization.Your Day-to-Day Role

This leadership role will be responsible for managing multiple Customer Success managers while working with the leadership team including sales, product, R&D, marketing, and finance. Within this cross-functional team, the Dir Customer Success will lead and manage the following key activities:Develop and manage strategic account plans that demonstrate a deep understanding of our customers and support their growth objectives and our own.Manage and monitor the customer onboarding process.Own and manage strategic relationships with our customers, adding key executive stakeholders over time as needed.Proactively engage customers around business performance, adoption of best practices, and alignment on customers' strategic objectives to drive positive outcomes.Leverage data, metrics, and insights to build and strengthen the overall Customer Success Playbook.Collaborate with executive leadership on driving renewals/long-term agreement extensions.Innovate with internal stakeholders on developing new and effective business insights to enhance powerful storytelling to customers.Drive new business growth through greater advocacy and customer reference-ability.Define and Optimize Customer Lifecycle - Map customer journey, develop listening points in the journey (e.g., usage, satisfaction, etc.), define segmentation of customer base and varying strategies, identify opportunities for continuous improvement.Manage Customer Success Activities - Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell.Lead a world-class Customer Success Team and recruit experienced leaders for each functional role.Your Work Experience

Familiarity with Salesforce.com or other CRM platforms & their data structure.Able to operate effectively both independently and within a team.Takes initiative, intellectually curious. Demonstrated desire for continuous learning and improvement.Superb communication and interpersonal skills.A problem solver who loves to deliver excellent customer value.Ability to manage influence through persuasion, negotiation, and consensus-building.Strong empathy for customers and passion for delivering positive outcomes, revenue, and growth.Deep understanding of value drivers in recurring revenue business models.Analytical and process-oriented mindset, highly experienced in building and delivering impactful presentations to enterprise executives.Comfortable with travel to customers (20% of the time when it is safe).Proven ability to build and develop a service organization.Salary Range:

$80K -- $100KMinimum Qualification:

Account Management

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