Director, Customer Success

We are looking for an exceptional Customer Success leader to drive growth of our government software. This role will be a key strategic Customer Success professional in our growing company and will be responsible for establishing a new department in a long-established company. This is a great opportunity for an entrepreneurial individual who thrives on challenges and is looking for an opportunity to take their sales experience to the next level and build a team.

The Director, Customer Success role will be in a key client-facing role and will develop, oversee, coordinate, and individually contribute to the development and execution of strategies and processes that deliver consistent customer satisfaction, drive sales, and increase revenue.

Responsibilities:

• Set the overall vision and strategic plan for Customer Success, focusing on driving product adoption, leading a positive customer experience and driving growth through gross renewals and net retention improvements.
• Directs the operations of the customer success function focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives.
• Develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle and that promote retention.
• Drive customer outcomes, product adoption and customer experience.
• Work closely with the sales, marketing, and product management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Advises the executive team on Customer Success performance using KPI’s and metrics
• Expand our revenue in accounts through new sales and up-sell opportunities with the Persimmony SaaS Suite of products.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Participate and support online webinars and events from time to time
• Performs other related duties as assigned

Requirements

• Bachelor's degree, master's a plus
• 6-10 years related experience
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to collaborate across the organization and with external stakeholders.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

About Persimmony:

Persimmony is a leading software company working primarily with state and county health and social service departments. We provide electronic case management and other tracking software for government employees who provide critical care for county residents.

Founded in 2002, we are well established and have a proven track record of success in over two dozen counties, where we have helped our customers save hundreds of millions of dollars.

We are based in Aliso Viejo, CA, but are committed to 100% remote work as we continue to scale out our services nationally.

Persimmony is an equal opportunity employer, committed to cultural diversity. Persimmony will provide equal consideration for employment to all qualified applicants without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition. Persimmony is an E-Verify participant.