Director of Customer Success

Company: Eagle Point Software
Location: Dubuque
Posted on: May 15, 2022

Job Description:

Job DescriptionThe Director of Customer Success is responsible for the overall vision and strategic plan for the Customer Success team, focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements.Responsibilities

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Drive value through higher product adoption, customer satisfaction, and overall health scores
  • Be an expert on best practices in change management
  • Identify blockers that prevent successful adoption and define appropriate approaches to overcoming such blockers
  • Define and execute voice of the customer programs. Solicit, capture, and surface customer feedback
  • Define and Optimize Customer Lifecycle
    • Responsible for the development of engagement models, methodologies and processes that ensure adoption of solutions
    • Maintain customer journey and key milestones
    • Develop key listening points in journey (e.g., usage, satisfaction, etc.)
    • Define and evolve segmentation of customer base
    • Identify opportunities for continuous improvement
    • Provide thought leadership and vision for innovative and industry best practice customer success efforts
    • Measure Effectiveness of Customer Success
      • Develop and own KPIs and metrics, data analytics and reporting for the Customer Success Team
      • Surface KPIs and data both across leadership team and within the Customer Success Team
      • Lead World-class Customer Success Team
        • Attract and hire top talent. Coach and develop a strong team that allows individuals to do their best work
        • Support the onboarding process for new team members
        • Foster collaboration within team and across customer lifecycle
        • Encourage continuous learning and career growth within team
        • Foster a culture of innovation, growth, and inclusivity within the team
        • Enhance Effectiveness and Efficiency Through Technology
          • Own the Customer Success tooling, execute and launch tooling and process changes in collaboration with other team members
          • Customer Success Management platform (Gainsight)
          • Inspire Customer Success Across Company
            • Drive company-wide culture of Customer Success
            • Have strong internal collaboration with stakeholders including but not limited to Sales, Marketing, Product, Content, Support, and Leadership to operationalize the customer experience globally and support internal initiatives across the organization
            • Drive company-wide definition of ideal customer
            • Create company-wide customer feedback loopRequirements
              • Bachelor's degree
              • 5+ years' experience in leading customer-facing organizations
              • Ability to manage influence through persuasion, negotiation, and consensus building
              • Ideally combined background of post-sale and pre-sales experience
              • Strong empathy for customers AND passion for revenue and growth
              • Deep understanding of value drivers in recurring revenue business models
              • Analytical and process-oriented mindset
              • Demonstrated desire for continuous learning and improvement
              • Enthusiastic and creative leader with the ability to inspire others
              • Excellent communication and presentation skills
              • Relevant Bachelor's degree

Keywords: Eagle Point Software, Dubuque , Director of Customer Success, Executive , Dubuque, Iowa