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
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