Customer Success Director

Job Summary: This senior level position is responsible for leading and optimizing both our customer onboarding processes and customer success initiatives. This role will collaborate cross-functionally with other key departments to create a seamless customer experience.

Essential Job Duties and Responsibilities:

Onboarding and Implementation:

• Develop and implement strategic initiatives to streamline and enhance the customer onboarding process, focusing on reducing time to value and ensuring a successful handoff from Sales to Onboarding to Customer Success.
• Identify and remove bottlenecks to accelerate the time to initial value for new customers across multiple segments and product bundles.
• Work closely with Sales, Customer Success, and Product teams to ensure a cohesive and efficient onboarding experience.
• Leverage data and analytics to monitor onboarding performance and adjust strategies for continuous improvement.

Customer Success Management:

• Own the proactive and reactive customer success motions to drive customer engagement, product adoption, retention, and renewals.
• Develop and manage a comprehensive customer success strategy that ensures long-term customer satisfaction and growth.
• Collaborate with Customer Success, Sales, and Product teams to develop and execute success plans for top customers, addressing customer pain points and maximizing value realization.
• Utilize data-driven insights to identify opportunities for upsell, cross-sell, and early interventions to mitigate churn risks.

Cross-Departmental Collaboration:

• Partner with the Sales team to align onboarding and customer success strategies with broader revenue goals and objectives, ensuring that initiatives contribute to the company's growth targets.
• Coordinate with Support and Product teams to align customer feedback and feature requests with product development and integrations.

KPIs and Continuous Improvement:

• Establish and monitor key performance indicators across onboarding and customer success functions, focusing on metrics like bookings to billings, time to initial value, adoption rates, gross and net retention rates, churn and customer NPS.
• Transform the end-to-end customer experience, informed by data and customer feedback, to ensure high customer retention and satisfaction.

Team Leadership and Development:

• Manage and mentor a Customer Success team, providing guidance and support to meet and exceed personal, department and customer goals.
• Foster a customer-first culture within the team, promoting high levels of engagement and satisfaction.
• Scale the team efficiently by to drive operational excellence and maximize coverage across customer needs.

Reporting:

• Report directly to the CRO, delivering regular updates on progress, challenges, and opportunities across onboarding and customer success to ensure alignment with and exceed annual operating plan objectives.

Additional Job Duties and Responsibilities:

• Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

Ability to:

• Proven track record of developing and implementing successful onboarding and customer success strategies that reduce time to value, increase customer retention, and maximize customer LTV.
• Experience in scaling teams efficiently, including leveraging global talent to optimize operational performance preferred.
• Experience with CRM and Customer Success/Project Management platforms.
• Strong understanding of customer lifecycle management, including key metrics like NPS, retention, expansion, and time to value.
• Meet monthly, quarterly and annual sales quota objectives/goals.
• Obtain and maintain a valid Montana driver's license, have a good driving record and be insured under the Company insurance policy.
• Communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a courteous and professional manner.
• Work completely and accurately under time constraints and deadlines.
• Work in a fast-paced environment and prioritize multiple work assignments.
• Read, analyze, and interpret reports.
• Provide excellent customer service.
• Maintain confidentiality of company records when required.
• Work in a safe and effective manner.

Knowledge of:

• Company policies and procedures.
• Current and emerging products and services and their value propositions.
• General office practices and procedures.
• Time management and organizational skills.
• Marketing and sales practices and principles.

Education and Experience:

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be:

Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred. Minimum of 10 years leading and scaling large onboarding and customer success teams.

Any noted minimum or maximum years of experience should not be construed as a requirement for consideration; this information is meant to be used as a suggested guideline.