Job Description
Job DescriptionWe are looking for a dynamic Director of Customer Success to lead and enhance our customer engagement strategies in South Jordan, Utah. This role will focus on driving client retention, satisfaction, and advocacy while collaborating across departments to ensure a seamless customer journey. The ideal candidate will play a pivotal role in shaping our Customer Success structure and contributing to the company’s growth initiatives.
Responsibilities:
• Develop and execute strategies to achieve high customer retention rates, aiming for 95%+ Gross Retention and 110%+ Net Retention.
• Manage a portfolio of key accounts to ensure satisfaction, retention, and growth opportunities.
• Foster collaboration between Sales, Onboarding, and Customer Service teams to deliver a cohesive customer experience.
• Drive product adoption and engagement, targeting 75%+ feature utilization and 80%+ monthly active usage.
• Build a customer advocacy program, encouraging referrals and generating a significant portion of new business from client recommendations.
• Establish clear processes and frameworks for a dedicated Customer Success team, including key performance indicators and defined roles.
• Implement tools and systems to monitor customer health, gather feedback, and proactively address risks.
• Provide regular reporting on Customer Success metrics to inform leadership decisions and refine strategies.• A minimum of 5 years of experience in Customer Success or Account Management, with at least 3 years in a leadership role within the SaaS industry.
• Proven ability to manage customer relationships while setting strategic direction as a player-coach.
• Demonstrated success in driving renewals, product adoption, and client expansion.
• Strong ability to collaborate across departments and thrive in a fast-paced, team-oriented environment.
• Data-driven mindset with expertise in utilizing customer health metrics and engagement analytics to enhance outcomes.
• Exceptional communication and interpersonal skills to build strong client relationships and foster advocacy.
• Experience in creating structured processes and scalable frameworks for Customer Success teams.