Regional Director Of Customer Success Jobs

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

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

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

Conduct regular training sessions to enhance the team's skills and knowledge, ensuring they are well-equipped to handle various customer scenarios.

Previous experience within a manufacturing organization is highly desirable. Strong collaboration skills is critical.

Continuous Improvement skills and experience is essential.

Collaborate with cross-functional teams, such as sales, supply chain, and operations, to streamline processes and enhance the overall customer experience.

Must be an effective “change agent” to manage the change process while keeping the team motivated.

Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures.

Superb written and verbal communication skills

Prior experience in strategy consulting - advantage

Strong customer-facing and presentation skills with the ability to establish credibility with internal and external stakeholders

Collaborate globally with CS & sales leadership surrounding GTM strategy to optimize customer ROI.

Analyze data and dynamics to maximize existing successes and develop new growth opportunities for further scale.

Accountable for key metrics and results, including new initiatives and all areas that require joint alignment surrounding the customer journey

Lead a world-class team - hire, grow, and develop our team of customer success managers

Bachelor's degree or relevant experience in business, communication, marketing, or related field.

Experience in a B2B SaaS Sales and/or Marketing Technology business, understanding the marketing buyer, their challenges, and their goals.

Team leadership that optimizes trust, focus, engagement, motivation and productivity of a diverse group of customer success managers.

Technically savvy - and adept at learning new technology that can increase capabilities and continuously monitor success metrics.

Drive the customer journey - own the adoption, retention, renewal, and expansion metrics and processes for our business

Proven experience building and leading a Customer Success team.

Excellent leadership, mentorship, and team-building skills, with the ability to motivate and inspire others to deliver exceptional results.

Exceptional communication and interpersonal abilities, capable of building strong relationships with diverse stakeholders.

Passionate about customer advocacy and continuously enhancing the customer experience.

Bachelor's degree in Business, Marketing, or a related field. MBA or advanced degree is a plus.

Demonstrated track record of driving customer success, retention, and revenue expansion.

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

Director of Customer Success (K-12 EdTech)

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

This position supervises 2-4 Customer Success Managers with responsibilities in different parts of the country.

Define contacts – managers, Directors, Department, or customer leads or managers.

Define what business we need to be concerned with and how this partnership benefits the company

Field in-person training should be focused on education and adoption utilizing real-world scenarios.

Excellent verbal and written communication skills