Director, Customer Success

In the age of digital transformation, data has become increasingly vital to core business operations. But with so many cloud applications and platforms available today, data has become more decentralized than ever.CData is the real-time data connectivity company. Our easy-to-use integration products allow users to work with their data where, when, and how they need it. With a robust library of real-time data connectors, users can access data from hundreds of applications, tools, and systems – on-premises or in the cloud.CData is a global company, headquartered in Chapel Hill, NC with about 350 team members worldwide. More than 10,000 organizations rely on CData technologies to overcome data fragmentation challenges and unlock value from diverse, dispersed data assets.Director, Customer Success

As the Director, Customer Success at CData, you will build and lead a team of Customer Success Solutions Engineers to ensure the success and satisfaction of our customers throughout their lifecycle. You will have the opportunity to work with our top priority customers and help them adopt CData products to get the most value out of their investments. Our Solutions Engineers work consultatively with our customers and our partners to understand customers' needs, consult on how to apply CData products to meet those needs, unblock challenges proactively, and educate customers on what else CData can do to help with their next use case. Your efforts will ensure customer retention and growth of the CData portfolio of products. You will work in close collaboration with your peers in the Solutions Engineering, Sales, Technical Support, Marketing, and Product teams. This role requires a strategic thinker with a strong customer-centric mindset, excellent leadership skills, and a passion for driving customer outcomes.Location(s):

North Carolina Research Triangle or East Coast (preferred), but flexible depending on candidateKey Duties & Responsibilities:

Responsibilities include but are not limited to:Develop and execute strategies to drive customer success, satisfaction, and retention.Build and lead a high-performing customer success team, providing guidance, mentorship, and professional development opportunities.Define and implement scalable processes for onboarding, training, support, and engagement to ensure a smooth customer journey.Collaborate cross-functionally with Solutions Engineering, Sales, Technical Support, Product, and Marketing teams to align Customer Success initiatives with company goals and objectives.Design and implement the customer health score. This could include factors like product usage, customer satisfaction ratings, engagement levels, support ticket activity, renewal likelihood, and more.Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer success efforts and drive continuous improvement.Proactively identify and address potential issues or challenges that may impact customer satisfaction or retention.Advocate for customers internally, representing their needs, preferences, and feedback to inform product development and service enhancements.Cultivate strong relationships with key stakeholders, including executive leadership, to drive alignment and support for customer success initiatives.Stay informed about industry trends, best practices, and emerging technologies related to customer success and incorporate relevant insights into our approach.Qualifications:

5+ years of experience in customer success, account management, or a related role, with 5+ years in a leadership or management position.Bachelor's degree in business, marketing, communications, or a related field (Master's degree preferred).Demonstrated track record of driving customer success, satisfaction, and retention in a B2B or SaaS environment.Strong leadership skills with the ability to inspire and motivate team members to achieve goals and exceed expectations.Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders at all levels.Strategic thinker with the ability to develop and execute customer success strategies that align with company objectives.Analytical mindset with the ability to leverage data and insights to inform decision-making and drive results.Customer-focused mentality with a passion for delivering exceptional experiences and outcomes.Experience working with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) preferred.Benefits

11 Paid Holidays20 Days of PTOEmployer-paid Medical, Dental, and Vision plans (100% for employee, 50% for dependents)HSA with Company ContributionEmployee Assistance Program401k with 6% Immediately Vested Company MatchProfessional development opportunitiesCData is not currently registered as an employer in the following states, and therefore, applicants from these states will not be considered:

Alaska, Arkansas, California, Colorado, Connecticut, Delaware, Hawaii, Idaho, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Mississippi, North Dakota, Nebraska, New Mexico, Nevada, Oklahoma, Oregon, Rhode Island, Vermont, West Virginia, and Wyoming.CData Software is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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