Director, Enterprise CS – Strategic Accounts

Military, Veterans and Diverse Job Seekers; San Diego (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers is seeking a Director of Customer Success - Strategic Accounts to own and execute our strategic CS strategy for top-tier customers. You will lead multi-year planning, redefine strategic accounts in collaboration with Sales & Operations, and drive improvements across retention, risk, leads, product usage and advocacy.

You will also grow the up-market segment by aligning Sales, Product and Marketing, building executive connections, and representing the

Qualifications

• 12-15 years leadership experience in managing Customer Success teams.
• 7+ years experience leading Enterprise tier Customer Success teams.
• SaaS Customer Success experience required.
• Enterprise scale company experience required.
• Demonstrated ability to work in matrixed environment.
• Command of structuring and negotiating major account contracts.

Responsibilities

• Own the strategy for and execution of our Strategic Customer Success offering for multi-year and annual planning.
• Overhaul the definition of a Strategic Account in partnership with Sales & Operations to maximize impact.
• Improve retention, risk rates, CS leads, product usage, and advocates in strategic segments.
• Elevate offerings to enterprise-grade, consultative customer experience.
• Advocate for customer needs across Sales, Product & Marketing to exceed expectations.
• Build credibility with Sales, Product and Product Marketing to move up-market and evangelize vision.
• Foster executive connections via Customer Advisory Board and Executive Connection program; educate the broader business on valuable customers.
• Represent at customer and industry events to expand networks and thought leadership.

Skills

Leadership

Strategic thinking

Influence

Negotiation

Business acumen

Innovative thinking

Analytical

Advanced communication

Adaptability

Customer focus

Job description

Military, Veterans and Diverse Job Seekers is seeking a Director of Customer Success - Strategic Accounts to own and execute our strategic CS strategy for top-tier customers. You will lead multi-year planning, redefine strategic accounts in collaboration with Sales & Operations, and drive improvements across retention, risk, leads, product usage and advocacy.

You will also grow the up-market segment by aligning Sales, Product and Marketing, building executive connections, and representing the