Director of enterprise customer success management
Posted on 9/7/2023

51-200 employees

Generative AI content marketing platform
San Francisco, CA, USA
Experience Level
Desired Skills
Customer Success & Support
  • 10+ years in SaaS with 5+ years demonstrated progressive experience managing B2B Enterprise CSM teams larger than 20 individuals
  • Highly strategic with deep experience in consultative, large enterprise customer environments
  • Proven experience building and leading a team from an early stage
  • Experience managing a team that's working primarily with customers across the Fortune 100, preferably selling into CIO or CMO personas
  • Has owned and significantly improved retention metrics
  • Operationally excellent, with demonstrated experiences building a highly prescriptive, value-based approach to customer engagements
  • Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach to bringing value-add services to market
  • Highly tenured at working directly with C-suite stakeholders in large enterprise organizations
  • Demonstrated ability to drive efficiency with process improvement and systems
  • Lead multiple teams of CSMs responsible for adoption, value creation and renewals
  • Act as the accountable owner for financial KPIs including GRR, NRR
  • Own operational metrics such as customer adoption, and customer moments of advocacy
  • Provide guidance, coaching, and support to ensure the team's success in achieving customer value and retention goals
  • Find new ways to expose and showcase the massive value we're creating for customers
  • Own renewal forecasting and risk management processes to ensure we're driving predictability across our customer business
  • Develop and implement customer success strategies, process and initiatives to drive customer adoption, utilization, and overall success
  • Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success efforts with overall business objectives
  • Establish and personally maintain strong relationships with key customer executives, acting as a trusted advisor and advocate
  • Monitor and analyze customer success metrics, such as customer adoption, retention, and expansion, and develop action plans to address any areas of improvement
  • Develop and implement customer success processes and best practices to enhance the overall customer experience
  • Collaborate with the product team to provide customer feedback and insights for product enhancements and new feature development
  • Prepare and present regular reports and updates on customer success metrics and initiatives to senior management