Director of Customer Success Job Description Template
Our company is looking for a Director of Customer Success to join our team.
Responsibilities:
- Project-managing and monitor the implementation process, delivering best-in-class customer service and meeting every milestone;
- Conduct regular In Process Reviews with customer success managers and the product/engineering team and a monthly review with senior management;
- Develop and implement Customer Success protocols, including 180 day Customer Review process and exit survey for lost accounts;
- Lead Customer Success KPI’s to analyze all aspects of customer success; report and present findings to VP of Operations and/or Senior Leadership;
- Establish a communication plan and a regular business rhythm for client communication;
- Provide thought leadership and executive escalation with clients to promote key client relationships and growth initiatives;
- Develop process to identify and correct customer concerns quickly;
- Fully understand the client’s business including: economic factors, category, organization, and specific client needs;
- Other duties and projects as assigned;
- Lead, scale, and manage a team of Customer Success Managers based in New York to service all HyperScience global customers;
- Liaise with Product and Engineering on identification/tracking of customer requirements;
- Provide weekly reporting on customers, participate in weekly sales meeting and lead a weekly customer success team meeting;
- Develop trusted advisor relationships with customer stakeholders and executive sponsors;
- Negotiate contracts and agreements (renewals and expansion deals) to maximize profit;
- Revenue Retention: Increase retention / reduce churn.
Requirements:
- Ideally combined background of post-sale and sales experience;
- Hands-on experience with proposal creation and leading proposal presentations;
- You understand business metrics and how important it is to keep every customer satisfied and growing;
- Previous experience with media and marketing channels – how they are purchased, leveraged and measured to drive optimal marketing outcomes;
- Strong analytical skills, with previous experience with marketing analytics and attribution strategy;
- Advanced understanding of social media networks and social monitoring tools;
- Excellent communication skills, can influence and motivate both customers and internal stakeholders;
- Proven ability to develop executive champions at a strategic level;
- High emotional intelligence, including curiosity, empathy, self-awareness, and integrity;
- Bachelor’s degree in business, sales, marketing, or equivalent training in business or sales management. Advanced degree a plus;
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth;
- Experience establishing metrics and reporting on success metrics;
- Minimum 5 years’ customer support or account management experience, preferably in the foodservice industry;
- Bachelor’s degree required; MBA preferred;
- Proven ability to meet and exceed retention targets.