Director Of Customer Success (Remote, Higher Education, Saas)

Company: http://www.blackbelthelp.com

Role: Director, Customer Success

BlackBeltHelp is looking for an experienced Director of Customer Success who will be a key member of BlackBeltHelp's executive team and will be responsible for the following:

Responsibilities:

• Standardize interventions for each point in journey
• Define operational metrics for team
• Inspire Customer Success Across Company
• Define segmentation of customer base and varying strategies
• Drive Customer Success Outcomes
• Cross-sell / Up-sell
• Lead World-class Customer Success Team
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Advocacy
• Learn from best practices in industry
• Customer Success Management
• Define and Optimize Customer Lifecycle
• Recruit experienced leaders for each functional role
• Create cadence for review within team
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Encourage continuous learning within team
• Customer Support
• Align with Product around driving product roadmap
• Align with Marketing around marketing to existing clients
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Create company-wide customer feedback loop
• Create rapid onboarding process for new team members
• Enhance Effectiveness and Efficiency Through Technology
• Professional Services
• Customer marketing software
• Reference and advocacy solutions
• Renewals
• Training
• Establish system for tracking metrics
• Identify opportunities for continuous improvement
• Map customer journey
• Align with Executive Team around key metrics and objectives
• Increase renewal rates and reduce churn
• Drive company-wide definition of ideal customer
• Onboarding
• Customer Success Management platform
• Manage Customer Success Activities
• Foster collaboration within team and across customer lifecycle
• Support systems
• Attract high potential individual contributors into team
• Measure Effectiveness of Customer Success
• Align with Finance around measurement and forecasting
• Expose subset of metrics to executive team, company and board
• Expand our revenue in accounts through cross-sell and up-sell
• Drive new business growth through greater advocacy and reference-ability
• Create company-wide culture of Customer Success

Required Experience/Skills:

• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• 10+ years experience in leading customer-facing organizations
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Relevant Bachelor’s degree; preference for computer science or related degrees