Senior Director, Customer Success

SoftBank Investment Advisers (SBIA); Iowa (LA); Remote; USD 140,000 - 180,000; Full time

Job summary

A leading educational technology firm is looking for a Senior Director of Customer Success to lead its global team across different regions. The ideal candidate will have extensive experience in customer success within the SaaS industry and a proven ability to build teams focused on customer retention and satisfaction. This role offers the opportunity to work in a dynamic environment and drive the success of a diverse client base.

Benefits

Competitive incentive plan

Employee Stock Option Plan

Insurance benefits with generous coverage

Flexible work approach

Transport reimbursement

Work from home setup budget

Access to the Go1 Learning Hub

Volunteer leave

Flexible public holidays

Family planning & parental leave

Wellness initiatives

Qualifications

• 7+ years of experience in global Customer Success leadership roles, preferably in SaaS.
• Experience managing a team of 20+ professionals.
• Proven track record in driving customer satisfaction and revenue growth.

Responsibilities

• Develop and execute customer success strategy aligned with business goals.
• Build and manage a team of customer success professionals.
• Collaborate with sales and marketing for customer journey alignment.

Skills

Customer Success leadership experience

Interpersonal skills

Data analysis

Problem-solving

Strategic thinking

Tools

CRM software

Customer success software tools

Job description

Company Address: 5/2908 Logan Rd, Brisbane, Qld 4119, AU

About GO1

Go1 is the world's learning & development content expert. Go1 curates content from top learning providers to deliver high-quality education and training across a world-leading range of industries and topics. Through Go1’s open platform, organisations can offer their employees the skills and training that are relevant for them, in the formats that suit them best – all in a single solution.

Job Description

At Go1, we’re on a mission to enable companies to achieve the impossible by maximizing the potential of their people. From a small startup to the world’s largest aggregator of learning content, we’ve grown by solving hard problems, embracing ambiguity, and never standing still. If you thrive on change, get energy from big, complex challenges, and are excited to grow fast alongside smart, ambitious people, then Go1 might be exactly what you’re looking for. We offer autonomy with accountability, space to experiment, and the opportunity to shape solutions that impact millions of learners worldwide. We don’t have all the answers — and that’s the point. We figure it out together. Every line of code, every conversation, every bold idea helps move us closer to our mission: to enable individuals, organizations, and society to progress. There’s still so much to build — and even more to discover. Go there with us...

We are seeking a dynamic and strategic Senior Director, Customer Success, to lead our Global Customer Success team (NAMER, APAC and EMEA). The ideal candidate is a visionary, Customer Success leader in the HR and/or L&D space, with a passion for customer satisfaction, retention, and driving customer value throughout their journey with our solution. You will be responsible for leading a high-performing Customer Success team, defining customer success strategies, and collaborating cross-functionally to ensure the success of our customers. We are open to candidates in the Pacific time zone of the US or East Coast Australia.

Responsibilities

• Develop and execute a customer success strategy that aligns with the company's overall business goals and drives customer satisfaction, retention, and revenue growth.
• Build, mentor, and manage a team of customer success professionals, fostering a customer-centric culture that prioritizes excellence in customer interactions.
• This role currently has 5 Manager-level direct reports (team of 20+) and as such, the Senior Director, CS must have experience in managing Managers.
• Collaborate closely with sales, marketing, and product teams to ensure a seamless customer journey, aligning strategies for customer acquisition, onboarding, adoption, and expansion.
• Utilize data-driven insights to make informed decisions about resource allocation, customer health assessments, and strategic initiatives.
• Champion customer advocacy within the organization, ensuring that customer feedback is heard and integrated into product and service development.
• Oversee crisis management and escalations, resolving complex customer issues while maintaining a customer-focused approach.
• Identify broad opportunities for account expansion, upselling, and cross-selling, working closely with sales teams to drive revenue growth.
• Stay abreast of industry trends, best practices, and emerging technologies in L&D and HR technology to drive innovation within the team.
• Represent the company at industry events, conferences, and customer advisory boards to enhance brand recognition and gather customer insights.
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.

Qualifications

• 7+ years of experience in global Customer Success leadership roles (and experience in managing Managers) within the SaaS industry, preferably in HR and/or Education technology.
• Must be located on the West Coast, USA or East Coast, AUS.
• Experience running a 20+ person Customer Success team who owns renewals (upsell experience is preferred).
• Proven track record of building and leading successful customer success teams, driving customer satisfaction, retention, and revenue growth.
• Excellent interpersonal, communication, and presentation skills with the ability to interact with customers, internal teams, and executive leadership.
• Strong data analysis skills and experience using customer success metrics to make informed decisions.
• Strategic thinker with the ability to translate vision into actionable plans and initiatives.
• Proficiency in CRM and customer success software tools.
• Exceptional problem-solving and crisis management skills.
• Enthusiasm for innovation and the ability to adapt in a rapidly evolving technology landscape.

KPIs You’ll Be Responsible For

• GRR
• NRR
• CSAT
• Employee Engagement
• Activation (shared organizational goal)
• Staying in-line with Customer Success’s annual budget

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.

#LI-REMOTE #LI-DH1

Perks and Benefits

What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you're also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub
• Volunteer leave to give back to the community
• Flexible public holidays - take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.