Director of Customer Success

About Actabl:

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you! Actabl's mission is to empower the people that power hospitality. We’re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

About the Opportunity:

Actabl is seeking a dynamic Director of Customer Success to lead and inspire a team of high-performing Customer Success Managers, foster trusted customer partnerships, and drive industry-leading retention and growth. With a deep understanding of hospitality customers' business needs, you will play a critical role in enhancing their financial and operational performance while maximizing the value they derive from Actabl’s software solutions. Reporting directly to the SVP of Customer Experience, you will serve as a strategic leader, shaping and optimizing the post-sales customer journey.

Responsibilities:

Leadership and Team Management:

• Provide strong leadership to a team of Customer Success Managers, fostering our valued behaviors (start with people, demand integrity, delight the customer, champion innovation, and make it happen).
• Develop the Customer Success team with proven methodologies for proactive customer engagement to optimize the customer’s use, value, and satisfaction with our products.
• Oversee and optimize your customer portfolio by strategically assigning Customer Success Managers to accounts, ensuring alignment with customer needs and team capacity.

Data-Driven Strategy and Execution for Customer Retention and Growth:

• Collaborate with a cross-functional leadership team, including Onboarding, Customer Support and Finance, to optimize our post-sales customer journey.
• Refine and continuously improve our customer business reviews to focus on value demonstration connected to our customer’s goals.
• Monitor and analyze your customer portfolio to deeply understand customer sentiment, predict churn risk, and identify growth opportunities.
• Develop and deploy playbooks for churn mitigation efforts and customer escalations.
• Partner with Account Management on the Sales team to identify and upsell, cross-sell, and expansion opportunities for your customer portfolio.

Voice of Customer:

• Establish and maintain strong relationships with high value customers, including attending high priority industry conferences and customer events.
• Leverage customer insights, data, and feedback to act as the voice of the customer across the organization, influencing product roadmap and strategic initiatives to drive customer retention.

Qualifications:

• 5 years of experience in customer success or a related field, with at least 3 years in a leadership role, preferably within a SaaS company
• Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members.
• Experience leveraging tools and technology to enable proactive customer success (bonus points for ChurnZero experience).
• Proven ability to build and sustain customer relationships that drive retention and growth.
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management.
• Preferred background with experience at a SaaS company or in the hospitality industry.

Key Competencies:

• Leadership and Team Development: Ability to lead, inspire, and develop a high-performing team, fostering a collaborative and high-performance culture.
• Customer Relationship Management: Expertise in building and nurturing long-term customer relationships.
• Data-Driven Decision Making: Proficient in analyzing data to inform strategies and improve customer outcomes.
• Strategic Thinking: Ability to develop and communicate a clear strategic vision for the Customer Success function.
• Cross-Functional Collaboration: Skilled in working with various departments to ensure a cohesive and comprehensive approach to customer success.
• Communication: Excellent verbal and written communication skills for clear and effective interaction with customers and internal teams.
• Risk Mitigation: Extensive experience in identifying, assessing, and mitigating customer risks using a data-driven approach.
• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.

Additional Information:

• Compensation: Base salary range of $150-175k $10-20k annual bonus target
• Location: Preferred location for this position is our Denver office. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.
• Work Environment: We are a hybrid friendly company with office hubs located in Atlanta and Tampa, in addition to our new headquarters in downtown Denver. No matter where you live and work, you’re a part of the Actabl team.