Director of Customer Success

Aviso; United States; Teletrabalho; USD 150 000 - 200 000; Tempo integral

Resumo da oferta

Aviso, a leading sales performance platform, is seeking a Director of Customer Success. This role is remote anywhere in the USA and reports to the SVP of Customer Success. You will lead a team of Customer Success Managers, drive adoption, retention, and revenue, and partner with Sales, Product, and Marketing.

Candidates should have 10+ years in customer-facing roles, a Bachelor's degree, and strong leadership; Salesforce experience is a plus.

Qualificações

• Bachelor’s degree required; technical focus preferred.
• 10+ years in customer-facing SaaS/tech roles.
• Proven leadership and team management.
• Excellent communication and presentation skills.
• Strategic thinker with ability to execute CS strategies.
• Familiarity with Salesforce and CRM processes.
• Commitment to integrity and transparency.
• Able to adapt in a fast-paced environment.
• Experience driving adoption and understanding customer workflows is a plus.

Responsabilidades

• Lead, mentor, and inspire a team of CSMs to deliver exceptional service.
• Develop and implement CS strategies to drive adoption, retention, and growth.
• Establish relationships with customers, executives, and cross-functional teams.
• Define and track KPIs to measure CS effectiveness.
• Collaborate with Sales, Product, and Marketing to align and maximize satisfaction.
• Identify upsell opportunities based on customer needs and usage.
• Advocate for customers and drive product improvements.
• Stay informed about CS industry trends and best practices.

Conhecimentos

Leadership

Communication

Strategic thinking

Cross-functional collaboration

Customer success

Salesforce familiarity

Adaptability

Mentoring

Formação académica

Bachelor's degree

Ferramentas

Salesforce

Descrição da oferta de emprego

Back to Careers

Director of Customer Success

Location: Remote - Anywhere in the USA

At Aviso, we offer an industry-leading sales performance platform driven by data science and predictive insights. Our mission is to empower enterprises to accelerate sales, optimize performance, and exceed revenue goals. With a proven track record in building highly successful technology companies, our team is dedicated to solving complex sales challenges and ensuring customer success. We foster a culture of collaboration, excellence, and customer-centricity.

Position Overview

As the Director of Customer Success at Aviso, you will play a pivotal role in driving customer satisfaction and retention by overseeing our team of Customer Success Managers (CSMs). Reporting to the SVP of Customer Success, you will lead the charge in managing the entire customer lifecycle, from pre-sales handoff to renewal, ensuring a seamless and exceptional experience for our customers

This is the job for you if...

• You are deeply passionate about ensuring the success and satisfaction of our customers.

• You excel as a collaborator and team player, engaging key cross-functional partners to deliver the best customer experience.

• You possess a comprehensive understanding of both the Aviso product and our customers' businesses, striving to be a trusted advisor in both domains.

• You eagerly jump in to assist wherever needed, knowing that proactive support leads to enhanced customer experiences.

• Your first question to a customer is always about defining success with our services, and you are committed to helping them achieve it.

• You understand the value of customer references and actively work to cultivate advocates within our customer base.

• You are a self-starter with a demonstrated ability to quickly grasp product and domain knowledge, adept at communicating with stakeholders at all levels within customer organizations

Key Responsibilities

• Lead, mentor, and inspire a team of Customer Success Managers to deliver exceptional service and support.

• Develop and implement customer success strategies, programs, and initiatives to drive adoption, retention, and growth.

• Establish and maintain strong relationships with key stakeholders, including customers, executives, and cross-functional teams.

• Define and track key performance metrics (KPIs) to measure the effectiveness of customer success initiatives and drive continuous improvement.

• Collaborate closely with Sales, Product, and Marketing teams to ensure alignment and maximize customer satisfaction and retention.

• Identify upselling and cross-selling opportunities based on customer needs and usage patterns.

• Act as a customer advocate within the organization, championing their needs and driving product enhancements

• Stay informed about industry trends and best practices in customer success, incorporating them into our strategies and processes.

What we’re looking for

• Bachelor’s degree, preferably with a technical focus.

• Minimum of 10 years of experience in customer-facing roles, preferably in the SAAS/tech industry.

• Strong leadership and team management skills.

• Excellent communication, presentation, and interpersonal skills.

• Strategic thinker with the ability to execute effective customer success strategies.

• Understanding of sales processes and familiarity with salesforce.com.

• A commitment to integrity and transparency in all interactions.

• Adaptability and comfort in a fast-paced, evolving environment.

• Experience in driving adoption efforts and understanding customer workflows and pain points is a plus.

Our Commitment to Equal Opportunity

Aviso provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local, state, or federal law.

This policy applies to all terms and conditions of employment, including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, termination, and layoff.