Director, Customer Success Management

About Our ClientThe hiring company is a leader in providing capacity management tools to freight brokers and 3PLs. The technology platform revolutionizes the digital landscape for customers with the vision of becoming the Bloomberg Terminal for Trucking, an $800B industry. The platform has already been recognized by Inc. Magazine, Business Insider, and FreightTech 100... and they're just getting started!About The RoleThe Director of Customer Success Management will build and lead the functions responsible for delivering exceptional customer value that drives mutual growth. They will define a best-in-class value journey for customers, ensuring that they chart the path to wild success that maximizes their net retention. They will lead the charge for the next phase of growth, setting the standard for excellence with their team, partnering with other functions to make things happen, and owning the commercial targets for the existing business. It is an exciting time to join the hiring company, and the leadership in this role will drive the next phase of growth!ResponsibilitiesOwn net retention targets and outcomes for the existing customer businessBuild a high performance team through hiring, training, coaching, and mentoring a team of Account Managers and Customer Success ManagersAchieve best-in-class operating metrics for the teams, including adoption, retention, engagement, and expansion targetsPartner proactively with product, engineering, operations, finance, and sales to deliver exceptional customer value and achieve net retention goals through strong retention and expansionOwn business process optimization for the function, unblocking needs for the team and prioritizing scale initiativesDeliver weekly forecasting to the leadership team on retention, renewals, and expansionBuild relationships with the customers, serving as an escalation point for the team and as a sounding board for customer needsDeliver a consultative, solutions-focused approach to the customer journey, commercials, and renewals through maintaining a high standard of customer service and experienceWhat Success Would Look Like in Your First Few MonthsKnow the team - their motivations, goals, what’s working, what’s not, and where you can be most helpfulOwn the hiring and operating plan for the teamLead weekly forecasting for net retention, renewals, and expansionGet to know the customers and becoming an escalation point for the teamOwn the plan to achieve net retention targetsEstablish working partnerships with other functional leadershipIdentify top initiatives and projects to drive more customer value, scale, and outcomesBasic Qualifications4+ years managing customer facing teams owning commercial outcomes in account management, customer success, and/or salesProven track record of achieving commercial targetsProactive forecast management with consistency in delivering updates to key business stakeholdersExperience managing a range of customers from SMB to EnterpriseConsultative approach to defining strategic opportunities with customers to map, measure, and achieve business outcomes that lead to commercial growthExcellent communication skills and ability to build relationships across functions inside and outside of the organizationPreferred QualificationsTrack record of operating excellence and ability to get things done to unblock needs for the team and customersStrong desire to learn and curiosity to understand how things workExceptional growth mindset with history of leading by example - ability to lead from the front when necessaryExperience handling and closing negotiations for large contracts, driving ARR expansion above $500k+Experience working at a hyper-scale company, being part of a growth story from the “ground up” to a multi-function teamTop notch business acumen through experience working across multiple industries or with an advanced degree/MBAPerksCompetitive salary and compensation package with full Medical, Dental, and Vision benefits401k plan to help you save for the futureUNLIMITED Paid Time Off - and they want you to use it!100% RemoteCompany Offsites to get to know your teammatesCompensationThe expected on-target compensation for this role is between $150,000-$250,000 for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferable skills, education, location, business needs, training, and market demands. This range may be modified in the future.The hiring company is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all their employees.

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