Director of Customer Success

SheerID
Portland, OR
30+ days ago

Job Description

As the Director of Customer Success, you’ll work with the Chief Customer Officer and the Customer Success Team Lead in developing and implementing a strategy to drive customer success, retention and growth for SheerID customers. You will lead a team responsible for defining, building, and executing a strategy to engage with our customers across their lifecycle. This role will lead two separate teams within Customer Success; Global Account Management and Enterprise Customer Success, focusing on a high touch consultative approach to addressing customer success and the Mid-Market team, a low touch/scalable approach to managing a large base of smaller customers in a way that prepares them for success and reduces churn. As Director of Customer Success at SheerID, you are a strong leader with business acumen. You have successfully built out Customer Success functions and teams, including segmenting customers, developing customer lifecycles, KPIs, and the content related thereto, as well as working with internal teams to develop the tools, systems, and processes needed for your team members to succeed. You have keen leadership instincts, and experience working with large accounts as well as the long tail of customers. Your experience and skill set are impactful to both internal team members and customers and will be the key to unlocking further growth at SheerID.

Role Specific Job Duties:

    • Assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID
    • Build the process of working with SheerID’s largest customers and partner with Sales in developing a roadmap for revenue growth and retention
    • Develop and implement a Mid-Market customer success strategy geared at addressing the needs of our smaller customers and those of CSMs who will be supporting larger bases (60-80 customers)
    • Partner with EMEA Sales Leadership to develop the plan for Customer Success expansion into that region
    • Partner with Customer Marketing to create and deploy customer nurture programs, customer advocacy programs including Customer Advisory Boards, Net Promoter Programs, etc
    • Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs and guiding the broader customer journey.
    • Hire, coach and manage a team of customer success managers and front line manager(s) developing and expanding their customer, product, and domain expertise.
    • Lead cross-functional initiatives driving customer success outcomes to improve the customer experience across segments
    • Be an expert at leading best practices in change management for both our team and customers while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI)
    • Define and own your team's operational effectiveness metrics and drive the plan to report on, attain, and exceed them

Required Skills / Experience:

    • Previous leadership role at a high growth software SaaS organization, preferably in Martech
    • 8+ years in a CSM function in an Enterprise B2B
    • 4+ years of CMS Leadership experience in dealing with complex multi-divisional to mid-market customers
    • 2+ years of experience within 2nd line management
    • Previous experience building and scaling out the Customer Success function within a SaaS organization
    • Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on customer health management, gross and net retention, expansion, and advocacy
    • Experience building and scaling a front line leader in a hypergrowth setting with demonstrated history of developing individual contributors and people leaders
    • Strong belief that with the success of SheerID team members comes the success of our customers
    • Enthusiasm, approachability, and creativity at your core
    • Salesforce and reporting tools experience a must
SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Source

https://www.indeed.com/jobs

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