Director of Customer Success

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.