What are the responsibilities and job description for the Director of Customer Success position at eHub?
Job Title:
Director of Customer Success
Department
Customer Success
Reports to
COO
Direct Reports:
Customer Success Manager, Director of Enterprise Account Management and Platform Specialist
Key Relationships
Internal: Sales, Product and Operations
External: Partners
Role Purpose
As the Director of Customer Success, you will lead and scale the Customer Success team to drive customer satisfaction, retention, and revenue expansion. You will develop strategies to enhance the customer journey, ensuring that clients achieve maximum value from our solutions. Additionally, you will play a critical role in identifying new product opportunities for existing customers by analyzing their needs and collaborating with Product and Sales teams to drive innovation and growth.
Key Responsibilities & Deliverables/Outcomes
Customer Advocacy & Expansion
- Drive upsell and expansion opportunities by aligning customer goals with our solutions.
- Increase product adoption for existing customers by 15%.
- Increase revenue from upsell and cross-sell opportunities through strategic customer success efforts.
- Establish a customer advocacy model that includes case studies, testimonials and referrals.
Customer Engagement & Retention
- Develop and implement customer success strategies to improve retention and satisfaction.
- Proactively identify at-risk accounts and deploy strategies to improve engagement and reduce churn.
- Partner with Sales, Product, and Marketing to ensure a seamless customer experience from onboarding to renewal.
Customer Success Process Optimization & Strategy
- Define and refine the customer success roadmap, ensuring alignment with company goals.
- Implement scalable processes and tools to improve efficiency and effectiveness.
- Leverage data and analytics to track customer health and drive customer optimization strategies.
Team Leadership & Development
- Build, mentor, and manage a high-performing Customer Success team.
- Establish best practices and standardized processes for customer interactions.
- Foster a customer-first culture that prioritizes value-driven engagement.
Job Type: Full-time
Pay: From $130,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Work Location: In person
Salary : $130,000