Director, Customer Success

San Francisco

The Customer Success team helps our customers fully leverage the Percolate platform through focusing on maximizing usage, adoption, and overall customer satisfaction. Our team is looking for a Director of Customer Success, West to lead our team of Customer Success Managers (CSMs) on their path of assisting customers in becoming Percolate champions.

Requirements

  • 8+ years of experience working in the B2B SaaS space in a leadership and customer facing role with at least 4 years of which involve successfully building and managing the department
  • Experience in creating and managing customer health metrics, as well as managing the associated tools and processes required to track those metrics
  • Experience leading post-sales team of 5+ people in a startup environment
  • Demonstrated experience managing and working with global enterprise organizations
  • Strong written and verbal communication skills including C-Level presentation skills
  • Ability to build consultative relationships with senior members of marketing and IT management
  • Ability to think on your feet and work under tight timelines while staying calm under pressure

Responsibilities

  • Guide a team of CSMs in transforming Percolate users into advocates & champions
  • Train CSMs under industry best practices to drive usage and adoption, resolve issues, and help every customer maximize value
  • Lead CSMs in managing escalations, removing roadblocks, developing individual skills, coaching, and balancing workloads
  • Recruit, develop, and retain a world-class team of Customer Success Managers
  • Assist in creation and maintenance of playbooks and deliverables for each phase of the customer lifecycle including regularly scheduled insights reviews and executive business reviews
  • Continuously evaluate and improve metrics relevant to measuring customer health and Customer Success performance
  • Act as an internal advocate for customers
  • Continuously strive to operationalize the Customer Success Management practices
  • Work in close collaboration with our Sales, Product, Marketing, and Business Development teams

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