Customer Success Leader — Scale, Retain & Elevate Accounts

XOi

Nashville (TN)

In loco

USD 140.000 - 200.000

Tempo pieno

5 giorni fa

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Descrizione del lavoro

XOi is seeking a Director of Customer Success in the United States to lead a growing CS organization across Tech Touch to Majors segments. This strategic leader will build scalable programs, drive renewals and expansion, and partner with Sales and Product to deliver exceptional customer outcomes.

The role requires 7–12 years in SaaS CS, 3–5+ years leading teams, and a deep understanding of the customer lifecycle.

Competenze

7-12 years of experience in Customer Success (in SaaS).
3-5+ years leading Customer Success teams with a track record of building and motivating high-performing teams including but not limited to hiring, performance reviews, coaching, professional development, and an ability to inspire and empower teams to achieve ambitious goals.
Comprehensive understanding of the customer lifecycle from initial onboarding and seamless implementation to cultivating and nurturing long-term relationships with customers.
Proven experience building and scaling customer success programs, scalable processes and playbooks that lay the foundation for rapid growth while maintaining a high level of customer satisfaction.
Strong understanding of the MEP (Mechanical, Electrical, Plumbing) industry is a plus
Experience serving customers from Tech Touch/ Self-Serve to large mid-market accounts including building and scaling processes to ensure that all customers are well equipped, trained and supported, while ensuring mitigated churn.
Experience managing a diverse portfolio of customers from tech-touch/self-serve to larger mid-market accounts and developing and implementing scalable processes to effectively onboard, train, and support all customer segments.
Demonstrated ability to lead, mentor, and develop a high-performing team, including recruiting, hiring, training, performance management, and coaching.
Exceptional ability to influence through persuasion, negotiation, and consensus building to drive towards positive outcomes
Proven track record of using customer data (e.g., health scores, churn analysis, engagement metrics) to develop and execute effective customer success strategies.
Experience in identifying opportunities for improvement, developing data-informed playbooks, and exceeding growth targets. Demonstrated ability to translate data insights into actionable recommendations for the team.
Exceptional communication, presentation, and interpersonal skills.
Strong analytical and problem-solving skills with an ability to identify root causes and develop effective solutions
Demonstrated ability in developing and executing strategies to effectively manage and grow a substantial portfolio of customer relationships including opportunities for expansion and maximizing customer lifetime value.

Mansioni

Lead, manage, mentor, coach, and develop a high-performing team of CSMs, including hiring, onboarding, performance management, and ongoing professional development.
Foster a culture of customer obsession, collaboration, and continuous improvement.
Provide regular feedback, conduct performance reviews, and identify training opportunities to enhance team skills and expertise.
Design, implement, and optimize scalable customer success programs for various segments, including tech touch and major accounts.
Develop standardized processes, playbooks, and best practices for onboarding, adoption, retention, and expansion.
Serve as a champion for our customers, ensuring their needs are understood and addressed.
Drive value realization by helping customers achieve their desired outcomes with our platform.
Develop and deliver strategic, consultative Quarterly Business Reviews (QBRs) that focus on business outcomes and ROI.
Cultivate and maintain strong relationships with key customer stakeholders.
Own the customer renewal process and drive organic expansion within the existing customer base.
Collaborate closely with the sales team to identify and pursue cross-sell, upsell, and expansion opportunities.
In collaboration with sales leadership, establish goals and drive customer success qualified leads (CSQLs).
Work closely with sales, product, marketing, and engineering teams to ensure a seamless customer experience and provide valuable customer feedback to inform product development and go-to-market strategies.
Stay abreast of industry trends, competitive landscape, and emerging technologies within the MEP industry.
Develop and maintain a deep understanding of our target market and customer needs, becoming a subject matter expert (SME) to better serve our customers and inform our strategies.
Partner closely with the marketing team to develop impactful campaigns and resources that drive customer engagement and support renewal and expansion efforts.