Director Of Customer Success Management Jobs

A Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacity

High organization in your workflows. To lead and execute efficiently, you’ll need to be a specialist in prioritization and time management

A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes

Experience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not required

You have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds

Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally

Experience in Construction Management, or a related field.

Familiarity with customer relationship management (CRM) software and other relevant tools.

Manage and own key accounts directly, act as their CSM.

Collaborate closely with cross-functional teams, including Sales, Product, andEngineering, to advocate for customer requirements, address challenges,

And contribute to the continuous improvement of our offerings.

Proven experience (3-5 years) within Customer Success, preferably within the construction or technology industry.

Strong skills in verbal and written communications, strategic planning, and project management

Inbound & Account Management: Ensure strong inbound strategies for customer queries and maintain high levels of account health.

Minimum 3 years of experience working as a Customer Success Manager, leading a customer success team with proven performance

Proven success in performance management for mid- large team sizes

Professional Services Growth: Identify opportunities to expand our professional services offering, ensuring that we're providing value-added services to our customers.

Experience with Customer Success builds or rebuilds

Excellent time management and prioritization skills

Proven customer service experience with clear and consistent writing, presentation, and communications skills

Manage opportunities to meet upsell goals using Sales CRM (Salesforce)

Grow customers’ accounts through value realization efforts leading to upsell, cross-sell, and upgrades driving revenue of Keeper offerings

Execute marketing campaigns for customer education and upsell opportunity

Manage customer’s satisfaction throughout the entire customer lifetime

People management skills with experience building high-performing teams.

Experience (8+ years) in workforce management, capacity planning, or operations management in a customer success environment.

Continuing education and corridor travel benefits

Develop and implement a comprehensive workforce management strategy aligned with customer success goals.

Establish performance metrics and monitor workforce management performance against established targets.

Create comprehensive reports and present actionable insights to senior management, highlighting areas for optimization.

Lead and manage a team of customer success managers, providing guidance, support, and fostering a collaborative team culture.

Resolve conflicts, challenges, and customer escalations effectively and efficiently, demonstrating strong problem-solving skills and diplomacy.

Develop and execute customer success strategies that align with the agency's goals and client objectives.

Build and maintain strong relationships with key DTC clients, serving as their trusted advisor and strategic partner.

Drive revenue growth by identifying upsell and cross-sell opportunities within existing client accounts.

Establish and track key performance metrics and KPIs to measure the success of customer success initiatives.

5+ years of experience of account management in tech/startup/hyper-growth environment

Excellent time management and organization skills

Account Management - serve as subject matter expert for all inquiries and questions

Personnel Development - manage 2-3 direct reports

Preferred: Experience in tech related field required, SaaS background a plus

** FINTECH/BANKING/LEGAL EXPERIENCE + BIG PLUS **

Responsible for leading client management for US-Based rights holder, brand and agency partners

Extensive knowledge and experience working with media measurement and valuation tools preferred

Proficient in CRM tools for account management purposes

Schedule regular check-ins (weekly, monthly, quarterly) for client business review and product updates either in-person or remotely

Looks for continuous improvement opportunities; identifies issues, considers, and evaluates options, offers suggestions for improvement or fixes issues

Minimum 5-7 years of customer satisfaction experience in Technology/Software Companies

A Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacity

High organization in your workflows. To lead and execute efficiently, you’ll need to be a specialist in prioritization and time management

A proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processes

Experience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not required

You have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds

Outstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externally

Deep experience as a team leader in EdTech Customer Success, ideally in K-12 EdTech

Proven success supporting and driving growth in a high-growth company, ideally a venture-backed start-up

Creativity in problem-solving; comfort with numbers: data, metrics, forecasting

Ability to optimize the customer journey in an efficient way to improve engagement and achievement of customer goals and satisfaction

Enthusiasm for a fast-paced, innovative, and fun work culture

Keywords: K-12 EdTech leadership team innovation growth optimization collaboration start-up metrics engagement

Collaborate with the commercial trainer and customer success ops to build and deploy a sustainable enablement framework for customer success management

Build a strong pool of customer advocates by collaborating with customer success managers and creating a customer advisory board (CAB)

Recruit and develop a high-performing customer-facing team to deliver a best-in-class experience

Personally manage de-escalations funneled up from first-level managers and follow a methodical escalation process to the executive team

Strong listening skills and openness to feedback from your team members and other departments

Represent the customer’s voice throughout the organization advocating for customer-centric decision making