As the Customer Success Director, you will report directly to the Head of Customer Success carrying 2 - 5 Enterprise accounts, working closely with key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes from our products and services. You will be a player-coach, directly managing 1-2 CSMs to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers' needs. You will be the executive point of escalation and engagement for your CSMs accounts. Your team: Your initial focus will be to ramp up product knowledge and take on a portfolio of accounts before taking on the growth and development of the team.
* Own the retention and expansion of your designated accounts.
* Contribute to developing the customer success strategy that puts your customers' needs and goals at the centre of everything we do to drive revenue and market share through upsell, cross sell and customer growth.
* Establish and maintain a culture of mutual accountability between the Customer Success team and customers.
* Advocate for our customers' needs and rally resources to support them when needed.
* Work directly with 1 - 2 Customer Success Managers to identify risks and opportunities within their accounts and coach them to address.
* Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
* Work closely with the sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams that are aligned with our customers' needs and goals to increase ROI.
* Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey
* Continuous operational improvement: Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function, such as implementing new processes or methodologies, streamlining workflows, or optimising resource allocation.
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