Director of Customer Success (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

Responsibilities

• Developing strong relationships with all departments throughout the organization to provide support and address needs of customers
• Managed a team of professionals that concentrates on Lifetime Value of their customers. Whether it's driving feedback for improvement, managing the advocacy of customers, or problematically driving customer engagement, we worked together as a team for growth in our customers and in our company.
• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Drive customer outcomes, product adoption and customer experience
• Influence future lifetime value through upsell opportunities, customer satisfaction and
• health scores
• Reduce churn and drive new business growth through greater advocacy and reference
• ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team: Recruit and develop a high performing team
• Develop company-wide customer success collaboration integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Drive operational practices to track performance of teams and individuals
• Work closely with the sales management and Regional Vice Presidents to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Drive Account Growth Outcomes
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Deliver transformational leadership so that team is highly motivated and engaged.
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization. Liaise with Marketing and Product Development departments to ensure brand consistency and increase sales
• Develop direct reports by coaching, training and development plans
• Other duties as assigned

ching, training and development plans