Director of Customer Success
Updated on 5/31/2023
Remote • United States
Experience Level
Desired Skills
  • You have 5+ years of experience working in a Customer Success leadership role in a SaaS company and have managed Managers
  • You have led large, geographically dispersed teams (25+) in a hyper-growth environment while creating a challenging and fun environment
  • You have experience building for scale -- building programs and leveraging technology that allows customers to achieve value while maintaining efficiency in our support model
  • You have determined and aligned teams to the right metrics and have demonstrated success of driving operational rigor and consistency
  • You have demonstrated experience refining process to create efficiency gains through automation
  • You have supported a mid-market and Enterprise customer base (20-45 accounts/CSM) and are adept a servicing customers in a higher-touch model
  • You've built or refined customer journeys which have resulted in efficiency gains, customer health improvements, and retention gains
  • You've built high-performing teams that effectively drive product adoption and value realization and you know how to measure success
  • You thrive in an evolving environment where you have the ability to iterate on current process
  • You have a keen eye for talent development and invest deeply in the continued growth of your team via performance management and skill development
  • You've built effective cross-functional partnerships with sales, product, and engineering that have helped increase revenue, enhanced products, and enhanced your ability to drive customer success
  • You are comfortable with Gainsight, Salesforce, and BI tools like Looker
  • You will attract and retain top talent - both ICs and managers - and motivate, inspire and mentor team members to excel
  • You will drive deeper adoption of Lattice's products across our customer base
  • You will drive the operating rhythm of the Corporate and Strategic Customer Success teams to ensure consistent delivery and support for our customer base
  • You will foster a healthy culture of learning, growth, and fun
  • You will serve as a point of escalation for team members and customers
  • You will partner closely with Support and Customer Onboarding to deliver a positive and seamless experience for our customers
  • You will partner closely with Account Management to support continued customer growth and retention outcomes
  • You will partner closely with CX Ops to define and measure project success
  • You will partner with product and engineering to continuously improve products and bring the voice of the customer into the organization

501-1,000 employees

People success platform