Director, Customer Success Manager – USA

Your Role:

We are seeking a talented and experienced Director of Support and Customer Success to lead our customer experience team in Austin. The ideal candidate will be passionate about delivering world-class customer service and ensuring the success and satisfaction of our customers. They will play a critical role in leading high-performing customer success and customer experience teams across multiple shifts while driving continuous improvement initiatives to enhance the overall customer experience.

Your Impact:

1. Leadership and Team Management:
   • Motivate, lead, and mentor teams of support and customer success professionals.
   • Foster a culture of excellence, collaboration, and continuous learning within the team.
   • Set clear goals and objectives for the teams and provide regular feedback.
   • Work with line managers of the teams to ensure consistency of performance
2. Customer Support Strategy:
   • Deliver on the comprehensive customer support strategy aligned with business objectives.
   • Improve support processes and procedures to ensure timely and effective resolution of customer issues.
   • Monitor key support metrics and KPIs to measure performance and identify areas for improvement.
3. Customer Success Initiatives:
   • Partner with multiple internal teams to onboard new customers and ensure successful adoption of our software products.
   • Proactively engage with customers to understand their needs, challenges, and goals, and provide tailored solutions and recommendations.
   • Execute on the customer success programs, to deliver positive Net Retention Rates.
   • Proactively identify opportunities for upselling and cross-selling additional products or services to existing customers.
   • Inspire the various Customer Success teams to deliver great results
4. Customer Advocacy:
   • Serve as the voice of the customer within the organization, advocating for their needs and priorities.
   • Gather customer feedback and insights to inform product development and enhancement efforts.
   • Work closely with cross-functional teams to address customer concerns and drive product improvements.
5. 5. Relationship Management:
   • Cultivate strong relationships with key stakeholders, including executives, decision-makers, and influencers.
   • Act as a trusted advisor to customers, offering strategic guidance and support to help them achieve their business objectives.

Your Experience:

• Bachelor’s degree in business, computer science, or a related field; MBA or equivalent experience preferred.
• Proven track record of success in a customer-facing leadership role, preferably in the software industry.
• Strong leadership and team-building skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders at all levels.
• Deep understanding of customer support best practices and methodologies, including experience with CRM systems, such as Salesforce or Gainsight.
• Strategic thinker with a customer-centric mindset and a passion for driving customer success.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Opportunities for professional development and career advancement.
• Dynamic and collaborative company culture with a focus on innovation and excellence.