Customer Success Director- Saas

Customer Success Director (Saas - Remote US)

Onna solves prevalent data issues faced by enterprise businesses today. Enterprises often struggle with managing unstructured data from various collaboration, content, and communication applications, leading to reduced efficiency and missing valuable insights. With Onna, leading organizations connect their disparate data sources, including Slack, Google Workspace, O365, Confluence, Jira, and more. Our data management platform helps corporate legal and IT teams discover and manage their data for eDiscovery, internal investigations, and information governance, all in one easy-to-use platform. With Onna, businesses save time and money by gaining more value from their data earlier in the process.

We are looking for a highly driven and empathetic Customer Success Director to join our team as an individual contributor. You will serve as a trusted advisor to enterprise companies and help solve their toughest problems. In this role, you’ll be a key part of the team ensuring customers succeed and realize the full value of their investment in Onna.

How will you achieve it?

• Serve as the trusted point of contact for Onna’s strategic key customers across the customer lifecycle; on-boarding, adoption, advocacy and renewal.
• Monitor Health Metrics, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth and help drive customer references and case studies.
• Partner internally with our tech team to optimize customer implementations and resolve technical challenges, with the Sales team to advance account renewals and expansion, with the Marketing Team to create collateral and training materials, and with the product team to design ideal offering/features.
• Proactively identify account risks and develop mitigation plans (coordinating activities internally within Onna and externally with customers) to resolve.
• Coach customers to be product experts and train their teams on the Onna platform so they become increasingly self-sufficient.
• Drive organic growth and expansion within assigned customer accounts; proactively identify and facilitate additional revenue opportunities to enable customers to maximize their value.
• Become an expert on the Onna platform and integrations, while keeping up with industry trends and competitors.

What will make you succeed in the position?

• You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders.
• You focus on customer satisfaction and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption.
• 6+ years of relevant work experience in customer success, strategic consulting or account management roles at an enterprise level. SaaS experience preferred.
• Technologically curious and interested in learning more about how great software is built. You love to learn about complex technical products and to understand the intricacies of how systems work.
• An aptitude for digesting and effectively communicating (both written and verbal) technical concepts across audiences of varying technical ability.
• You are diplomatic, tactful, and poised under pressure in the face of technical and/or customer challenges. You engage the right people to resolve and see the issue through to resolution.
• Experience implementing and supporting large scale technology solutions at Fortune 500 companies.
• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction
• You are a quick learner with an intuitive mindset, excellent problem-solving skills and are able to stay a step ahead at all times.
• Proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software.
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
• Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help.
• Strong interpersonal skills and experience building strong internal and external relationships. You strive to understand customers’ business goals, anticipate future needs, and identify solutions.

What is it like to work at Onna?

• Solving meaningful problems now and in the future: At Onna, you’ll be working on complex problems that haven’t been solved before. You’ll think, adapt, iterate and innovate to positively influence the day-to-day lives of our customers. At Onna, you’ll be on the ground as our client list grows and our use cases expand
• Choose your own career adventure: We strive to nurture careers by welcoming feedback and encouraging both mentorship and promotions. There are endless opportunities at Onna, whether you’re interested in deepening your role or expanding knowledge beyond your current department.
• Be part of a Digital First community: As a Digital First company, we empower you to adapt your schedule for what works best for you, so you can collaborate with co-workers in different time zones while also meeting your own personal needs.
• Our virtual doors are always open to you: Share opinions, access experts and ask questions. At all levels, our people are approachable and supportive. Transparency is paramount.
• Thrive within our people-first culture: Everybody at Onna is a true team player, regardless of their role at the company. Our incredibly talented people also happen to be friendly, humble and willing to help. We recognize each other’s achievements and interact in a meaningful and intentional way.

Company benefits with you in mind

At Onna, we truly care about each other. To nurture your career with us, we create a culture of openness and offer plenty of resources to support your growth, mental health and well-being:

• Competitive salary package, including an annual bonus and equity.
• Recharge and disconnect with our flexible paid time off policy.
• Monthly stipend to support working from home
• Frequent virtual social activities at the team and company level, as well as in-person team gatherings whenever possible. We are Digital First, but we’re definitely not digital only! We value togetherness and we love seeing each other's faces!
• Take your birthday off. Birthday on a weekend? Choose a day and enjoy.
• Competitive health insurance package, based on your region.
• We all take a break with quarterly Onna Wellbeing Days.
• Home-office setup budget so you can create your ideal remote workspace.
• 401(k) with matching contribution (US).
• Yearly learning and development budget.

If you want to join a company where you can continue to grow personally and professionally, where you can achieve real work-life balance, and where you will work on a very collaborative team with authentic people you can rely on…

APPLY NOW!