We are looking for a leader who will report to our VP Customer Success Management and has a successful track record of being both a coach and hands-on team player, with an exceptional customer success mindset. The ideal candidate will be considered a trusted advisor and key collaborator to partner with our customers in driving their business forward. Experience in both analytical and consulting/advisory skills are critical to the success of this person. Not only will you take full responsibility for customer accounts across the different stages of their lifecycle – from onboarding to renewal, but also for the success of your team.
Proven team management skills with regards to cultivating high-performing teams, contributing to the setting and achievement of aggressive goals as well as building a strong sense of team spirit. An approach that ensures seamless collaboration and communication within the Customer Success team and adjacent teams, such as the Sales and Product teams.
Director Customer Success Management – Americas (f/m/d)Hybrid work mode and based in Boston, MA
WHAT IS WAITING FOR YOU?Fun, fast-paced and growing company with SAP LeanIXCustomer Success team that values accountability, transparency and innovationCollaborative environment within the Customer Success team as well as across the Sales, Marketing and Product teamsDrive the success of the Americas-based Customer Success Management team, with a focus on both expansion and renewalsMaintain high-level of customer satisfaction, measured by Net Promoter Score, while mitigating churn risksProactive planning, across the go-to-market teams, to achieve upsell and revenue goalsDevelopment of strategic Success Plans and related Account PlansMaintain leadership-level connections within your, and your teams, customer baseEnsure continued success using LeanIX products to drive business outcomes without our customersBe considered a trusted advisor by way of best practices recommendations from product usage to industry-specific trendsAbility to prioritize, negotiate, and work with a variety of internal and external stakeholdersAct as an authority and trusted advisor for customer and internal escalationsAbility to diagnose common customer needs and issues, in terms of business value and outcomes (primarily CIO/IT org) and then translate those needs into actionable solutions WHAT ARE WE LOOKING FOR?10+ years of work experience in Customer Success, IT/Cloud Management or Consulting3+ years of work experience hiring, developing, motivating and mentoring a teamExperience leading a team within a high growth SaaS or hi-tech businessExperience in customer management, not just project managementA low-ego leader who instills confidence and is also able to get into the weeds.Understanding of key customer success concepts, such as data-driven and business outcomesDisciplined and results-oriented. Must be entrepreneurial with a high level of energy, intensity, dedication, and an unrelenting drive to succeed and win.Extremely high work ethic and strong ability to prioritize.Impeccable integrity and ethical standards.Preferred, but not required is 1+ year(s) working knowledge using Gainsight or TotangoPreferred, but not required, fluency in Spanish and/or Portuguese
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