We are partnered with a fast-growing startup in the accelerator space that's seeking a Director of Client Success to join their team. This individual will champion for our partner's clients, and lead the development and execution of their client success strategy.

RESPONSIBILITIES

• Champion the client experience and represent customers internally
• Develop, set, and execute client success strategy aimed at maximizing client satisfaction and lifetime value
• Own client relationships and build long term client partnerships
• Deliver and expand revenue to result in growing net dollar retention and low customer churn rate
• Develop and refine methods of data collection to deeply understand clients and their experience
• Present at workshops and/or training programs on topics related to broad business fundamentals, the importance of customer success/experience, and tactics related to customer success/experience
• Field questions from workshop attendees, members, or other clients related to client success/experience related topics
• Execute project management protocols, determining requirements to support the customer’s business objectives
• Lead, manage, and coach the Customer Success team through shadowing calls, reviewing ticket quality, developing individual skills, removing roadblocks, prioritizing tasks, etc
• Analyze and report on the Customer Success Team’s performance, customer health, customer retention, expansion, and satisfaction KPIs
• Liaise with legal/finance teams on terms and conditions, contracts, and other legal materials as needed
• Work closely with cross-functional teams including marketing, product, sales, and operations leaders to communicate product issues, feature requests and overall customer sentiment
• Develop training programs, SOPs, and playbooks for CSMs, CS professionals, and new hires which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes
• Forecast and anticipate support needs to ensure proper team coverage with high quality of customer success
• Act as a trusted advisor, subject matter expert and point of escalation for your team
• Recruit, mentor, and inspire a high performance team–and, on occasion, get "in the weeds" to help assist CSM team

RESULTS

• Tracks and improves on customer experience metrics for all workshops and training programs (e.g., NPS scores of 70% )
• Grows net dollar retention and reduces churn of recurring revenue training clients (e.g., 100% net dollar retention)
• Leads team that responds to client inquiries in a timely and complete fashion (e.g., <24 hour response time)
• Ensures participation in client surveys (e.g., 60% response rate) and solicits inputs from clients through feedback conversations (e.g., 4 conversations per month)
• Builds out CSM training program, resulting in an improved customer experience, higher retention/activation and gained efficiencies
• Communicates with clarity, conciseness, and force with other leaders, team members, and executives
• Leads all customer facing initiatives in an organized manner with transparency and accountability
• Creates scalable systems for driving expansion revenue and upsell/cross opportunities
• Gives crucial insights to product and sales teams to ensure alignment between departments, protecting and improving the customer experience
• Establishes a culture of client excellence across the entire organization

REQUIREMENTS

• 8 years experience in customer success management with direct reports
• Experience working in leadership capacity at a fast-paced, startup
• Passion for understanding the customer and creating a company culture that supports a positive customer experience
• Creative problem solver that looks for new solutions versus the status quo
• Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same
• Highly fluent presentation skills and excellent verbal/written communication abilities
• Proven track record of developing customer facing strategies to drive customer satisfaction, retention, and growth
• Excellent organizational and project management skills.
• Strong analytical skills.
• Demonstrated integrity and dedication to effective, efficient delivery of objectives.
• Experience with Microsoft Excel, and Powerpoint, and with documenting process flows.
• Self-motivated, detail-oriented and able to work autonomously
• Strong work ethic and growth mindset–obsessed with learning and growing
• Willingness to travel
• Preferred: 3 years experience in a service or hospitality company that prioritizes client experience