Director, Customer Success

Your Role:

Build and scale internal operations to drive success across a rapidly growing CS organization, including Onboarding, Customer Success Management, Retention and Customer Experience. In partnership with internal stakeholders, you will gather business requirements, oversee technical projects, improve processes, analyze results, and enable training. The role of Head of Customer Success, is paramount in contributing to the overall scale and efficiency of the Customer Success department and ultimately the broader organization.  
Your Opportunity:
• Develop, implement, and maintain critical CS business processes and solutions
• Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process framework
• Partner with Business Platforms on CS automation initiatives as needed
• Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing
• Outline and enforce change management best practices; communicate and document upcoming changes and releases
• Collaborate with (both in-house and external contractors) system administrators of CS technologies (Salesforce, Gainsight, and similar)
• Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications
• Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)
• Maintain and oversee CS department Standard Operating Procedures (SOP)
• Ensure the accuracy and integrity of CS reports and dashboards
• Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges
• Ensure CS teams have early warning indicators when critical business metrics are at risk
• Support recurring and ad hoc reporting requests as needed
• Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency
• Help prepare monthly and quarterly CS presentations for department meetings, company all hands, and board 
• Collaborate with Sales Enablement on creating a comprehensive training program to support the learning needs of all roles within CS organization from onboarding to relationship management
• Ensure all on-going system and process changes are properly documented and communicated
• Build a curriculum that includes grooming soft skills critical to immediate duties and longer-term professional development
• Establish metrics that measure the effectiveness and quality of new hire and ongoing CS training

What You'll Need:
• Bachelor’s degree
• 5+ years of experience working in a similar role
• Business operations experience in SaaS, preferred; experience in Cyber Security desirable
• Self-starter with strong leadership and mentoring skills
• Analytical, process-oriented, flexible, and resourceful
• Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders
• Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Confidence in advocating best practices
• Demonstrated ability to meet deadlines and drive results; “get things done” mentality while being mindful of best practices
Strong attention to detail; stellar project management and multitasking capabilities
• Ability to work with different team members to design processes and implement projects that solve strategic business challenges
• Ability to negotiate priorities across organizations; ability to see the big picture

• Ability to sit and work at a computer for extended periods of time
• Some travel may be required