About the Company:
Our client is a dynamic and fast-growing organization specializing in cybersecurity and compliance solutions for business-critical applications. Their mission is to protect the applications that run the global economy by delivering innovative solutions to enterprises worldwide.
Position Summary:
Our client is seeking a Senior Director of Customer Success to lead their growing Customer Success team. This is a critical role focused on driving exceptional client outcomes, nurturing long-term customer relationships, and scaling the customer success strategy to support the company's continued growth. This leader will oversee a team of 6-8 Customer Success Managers (CSMs) and work closely with cross-functional teams to ensure customers achieve maximum value from the company's solutions.
Key Responsibilities:
- Strategic Leadership: Develop and execute a growth-focused and client-centric customer success strategy aligned with the company's business objectives.
- Team Management: Lead, mentor, and empower a team of 6-8 CSMs to deliver exceptional customer experiences while fostering professional development and growth.
- Customer Engagement: Ensure customers are effectively onboarded, adopting the company's solutions, and realizing measurable outcomes, driving retention and expansion opportunities.
- Collaboration: Partner with Sales, Marketing, Product, and Support teams to deliver a seamless and unified customer experience.
- Metrics and Reporting: Define and track key performance indicators (KPIs) to measure customer success, including retention rates, customer satisfaction scores, and net revenue retention.
- Voice of the Customer: Advocate for customer needs by gathering feedback and collaborating with Product and Engineering teams to influence the product roadmap.
- Process Improvement: Continuously evaluate and refine processes, tools, and resources to enhance efficiency and scalability across the customer success function.
Preferred Qualifications:
- Proven experience in a senior leadership role within Customer Success or related fields, ideally within a SaaS or enterprise software environment.
- Growth-minded and client-focused with a strong track record of driving customer retention and revenue expansion.
- Familiarity with the SAP ecosystem or other enterprise applications is strongly preferred.
- Exceptional communication, relationship-building, and stakeholder management skills.
- Experience scaling customer success teams and processes in a high-growth environment.
- Data-driven with the ability to analyze metrics and translate insights into actionable strategies.
