Customer Success Director

Job Description

The Customer Success Director role is a crucial Sales Leadership position and a qualified candidate will:

  • Strategize with the Chief Revenue Officer on GTM and customer lifecycle.
  • Design of the overall CS practice; including service delivery, process, playbook, reporting, forecasting, and resource/capacity requirements (org, software, etc.)
  • Formalize processes and best practices that lead to successful customer outcomes.
  • Partner internally and externally to achieve our customer and revenue goals.
  • Maintain ongoing relationships with customers and partner closely with Sales to expand Cloudleaf utilization and growth.
  • Be a key contributor to guide and prioritize product direction to maximize customer value, retention, and growth.

ABOUT YOU

  • Customer, value and outcome obsessed.
  • Scrappy, not distracted by noise and you GetS(tuff)Done.
  • Cool under fire.
  • In your element in a high-paced startup and you embrace ambiguity.
  • Comfortable balancing the tension between big picture strategy and building a sustainable/scalable program, all while leading ongoing customer engagements.
  • You are curious, love problem solving, love technology and love turning customers into stark raving advocates.
  • You are a leader, a builder and a doer.
  • You are driven and results-oriented.
  • You are prescriptive.
  • You are fiercely accountable.
  • You are team first.
  • You are comfortable interfacing across all functions of the company.
  • You are an exceptional communicator.
  • You are credible, a subject matter expert, and build deep, trusted relationships.

EXPERIENCE

  • 8+ years’ experience in technology and Customer Success with a focus on B2B Enterprise SaaS/Cloud.
  • Deep understanding of value drivers in recurring revenue business models.
  • Expertise in end-to-end customer management.
  • Track record of successful onboarding, retention, and growth.
  • Logistics and supply chain experience are a big plus but not needed if you’re a data junkie and learn fast.