Director, Enterprise Customer Success

Swooped; United States; Remote; USD 126,000 - 225,000; Full time

Job summary

A leading company focused on IoT innovations seeks a Director of Customer Success to drive the Enterprise Customer Success strategy. This role involves maximizing customer value and ensuring a world-class experience while building a high-performing team. The ideal candidate will have over 10 years of relevant experience and a strong grasp of SaaS business models.

Benefits

Flexible working arrangements

Health benefits

Charity fund

Qualifications

• Structured thinker with ability to create cohesive strategy.
• Track record of working cross-functionally.
• Deep understanding of SaaS business models.

Responsibilities

• Lead and drive the Enterprise Customer Success strategy.
• Hire, develop, and retain Strategic Customer Success Managers.
• Own the overall success of the largest customers.

Skills

Cross-functional collaboration

Customer empathy

Project management

Analytic skills

Organizational skills

Executive communication

Education

10+ years of relevant experience

Job description

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Our client is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. The company is helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and the company is excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as it builds for the long term.

About the role:

The Customer Outcomes organization is responsible for the end-to-end customer journey, ensuring that customers receive the business value intended through their investment and that they become strong advocates for the platform and services.

We’re searching for a driven, entrepreneurial Director to lead and drive the Enterprise Customer Success strategy. This team of Enterprise and PubSec Customer Success Managers is responsible for maximizing the value a customer receives from their deployment. With 20,000+ fleets served worldwide, the Customer Success Team represents a large opportunity to deepen and expand customer relationships and significantly contribute to sales objectives. This is a highly visible role that will work closely with Sales, Product Management, Technical Support, Finance, and Operations.

In this role, you will:

• Define and drive strategy for the Enterprise and PubSec Customer Success team
• Hire, develop, and retain a team of Strategic Customer Success Managers across the US and Canada
• Own the overall success of the largest customers, ensuring a world-class customer experience
• Manage and prioritize work based on sales and activity pipelines as well as data analysis across teams
• Collaborate cross-functionally to rapidly improve the customer journey
• Do what it takes to deliver upon our commitments and forge enduring customer partnerships
• Champion, role model, and embed the company’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as it scales globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• 10+ years of relevant experience
• Structured thinker with the ability to create and execute a cohesive strategy
• Track record of working cross-functionally to gain consensus from multiple stakeholders and create step changes in business operations
• Strong empathy towards customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue SaaS business models
• Strong project management, analytic, and organizational skills
• Strong executive communication and presentation skills

Salary Range

$126,000—$225,000 USD

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, charity fund, and much, much more. Take a look at the company's Benefits site to learn more.

Accommodations

The company is an inclusive work environment, and it is committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

The company embraces a flexible working model that caters to the diverse needs of its teams. Its offices are open for those who prefer to work in-person and it also supports remote work where it aligns with its operational requirements. For certain positions, being close to one of its offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with service regions. In these cases, the job description will clearly indicate any working location requirements. The company's goal is to ensure that all members of the team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

This is a remote position open to candidates residing in the US.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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