Director, Strategic Customer Success

Swooped; United States; Remote; USD 150,000 - 200,000; Full time

Job summary

A leading company in the tech sector is seeking a Director of Customer Success to drive engagement and upsells. This role involves leading a team, managing client relationships, and collaborating with various internal functions to enhance customer satisfaction and revenue growth. The ideal candidate will have extensive experience in B2B SaaS, strong leadership skills, and a passion for customer success. Join a dynamic team dedicated to fostering a diverse and inclusive workplace.

Benefits

Comprehensive medical, dental, and vision insurance

401(k) plan

Annual education budget

Monthly wellness reimbursement

Virtual team-building activities

Qualifications

• 5+ years of experience leading a scalable CS function in a B2B SaaS environment.
• Proven track record of overachievement of quota and KPIs.

Responsibilities

• Building and maintaining the team, including hiring and developing strategy.
• Executing team goals to improve customer account health and drive upsells.

Skills

Communication

Negotiation

Analytical Skills

Leadership

Job description

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With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, the hiring company has raised $120M to empower dealmakers to find, manage, and close more deals. Their Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. The hiring company is proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join the company on their mission to make it possible for anyone to cultivate and fully harness their network to succeed.

About The Role

In this role, your team will drive engagement and upsells while working closely with clients to understand and address their business needs. You will work closely with leadership to report on the progress of financial metrics, clients to address their business needs, and product/engineering teams to ensure client concerns are prioritized.

This position will report directly to the SVP of Customer Success. You will join a seasoned team of talented professionals and leaders who are here to help support you and your success! If you’re excited by the challenges a growing company offers, a lot of autonomy, and the prospect of shaping how the company interacts with its clients, this is the role for you.

What will I be doing?

• Building and maintaining the team which includes hiring team members, developing the vision and strategy for their team's engagement and activities, identifying and forecasting churn risk, and driving the upsell process in partnership with key business stakeholders across Sales and Customer Success
• Team development, including recruiting, hiring, training and coaching Customer Success Managers
• Executing team goals - improving customer account health (near and long-term), securing favorable terms for upsells, identifying growth opportunities, and providing data insights back to the business at scale (over 3,000 accounts)
• Ensuring that the team is effectively identifying customer requirements, uncovering issues, and demonstrating strong account management and commercial capabilities to drive product engagement and upsells
• Acting as a point of escalation with customers
• Proactively partnering with all other relevant internal functions (e.g., product, marketing, support, cs ops, finance, onboarding) to develop comprehensive 'win' strategies for driving engagement
• Conduct forecast meetings with your team and deliver a regular revenue forecast to CS and Finance leadership
• Provide executive management with insights into global upsell trends and key events, solicit executive engagement as required, communicate risks clearly, and take the lead in developing short and long-term resolution strategies

Qualifications

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. The hiring company is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Required:

• 5+ years of experience leading a scalable CS function with large account volume & regional autonomy in a B2B SaaS environment
• Proven track record of overachievement of quota and KPIs along with strong organizational, operational and analytical skills
• Highly effective communication skills, capable of explaining complex situations clearly and credibly across all functions and levels of the organization
• Experience working with a global CS organization
• Possess exceptional executive-level negotiation skills and be an effective mentor for team members
• Excellent financial acumen, process and policy management skills
• Ability to work in a fast-paced environment and effectively prioritize and delegate
• You are excited to contribute to fine-tuning the structure and process to scale the customer success team.

Nice to have:

• Having previously worked at a SaaS company in the CRM or data services space
• Having worked previously with financial services clients

What you'll enjoy at the company:

• The company lives its values: As owners, employees take pride in everything they do. They embrace a growth mindset, engage in respectful candor, act as playmakers, and dive deep into experiences to create the best outcomes for their colleagues and clients.
• Health Benefits: Comprehensive medical, dental, and vision insurance premiums are covered with comprehensive PPO, HDHP and HMO options (in CA), and the company offers flexible personal & sick days to support employee well-being.
• Retirement Planning: A 401(k) plan is offered to help employees plan for their future.
• Learning & Development: An annual education budget and a comprehensive L&D program is provided.
• Wellness Support: Reimbursement is provided monthly for things like home internet, meals, and wellness memberships/equipment to support overall health and happiness.
• Team Connection: Virtual team-building activities and socials to keep the team connected, because building strong relationships is key to success.

Salary Range

A reasonable estimate of the current range is $150,000 to $200,000 USD.

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

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning, Management, and Customer Service

• Industries

  Computer and Network Security and Technology, Information and Media

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