Remote Senior Customer Success Director | WFH

Job Title: Senior Director of Customer Success

Company Overview

We are an esteemed leader in providing a comprehensive, cloud-based software solution specifically designed for the beauty and wellness sector. Our innovative platform empowers businesses to effortlessly manage all operational facets through a unified mobile solution. Key functionalities include online appointment bookings, point of sale (POS), customer relationship management (CRM), employee management, inventory oversight, and integrated marketing programs. Our mission centers around streamlining processes for clients, minimizing operational costs, and amplifying customer retention and spending. We proudly serve over 30,000 salons, spas, medspas, and fitness studios in more than 50 countries, supporting a diverse array of global brands.

Company Culture and Values

Recognized as a Great Place to Work for 2021-2022, we foster a vibrant and inclusive work environment that encourages collaboration and professional growth. We value excellence and innovation, making our workplace conducive to personal and career development.

Role Overview

In the role of Senior Director of Customer Success, you will be instrumental in driving customer growth and satisfaction. You will ensure that our clients extract maximum value from our offerings by implementing customized consulting and professional methodologies tailored to their business size, geographical location, and industry vertical.

Key Responsibilities

• Drive Customer Success Outcomes
• Guarantee that customers achieve substantial returns on their investment.
• Enhance lifetime value by promoting product adoption, customer satisfaction, and overall health metrics.
• Cultivate new business opportunities through customer advocacy and reference-ability.
• Define and Optimize Customer Lifecycle
• Map the customer journey and pinpoint crucial feedback points (e.g., usage, satisfaction).
• Standardize interventions applicable to each stage of the customer journey.
• Segment the customer population and create tailored strategies.
• Seek continual improvement opportunities and integrate industry best practices.
• Measure and elevate the effectiveness of customer success, professional services, and enablement teams.
• Serve as the Voice of the Customer within the organization, spearheading cross-functional initiatives to enhance engagement and product adoption.
  

Required Skills

• A genuine commitment to customer success and delivering customer value.
• Profound understanding of business dynamics and technological landscapes.
• Exceptional negotiation and consultative skills.
• Proficient in managing and articulating customer expectations effectively.
• Experience managing complex accounts and establishing relationships with C-level executives.
• Proven capability to collaborate with remote teams in a fast-paced, dynamic landscape.
• Strong credibility among senior leadership.
• Global perspective and a broad outlook.
• Exemplary communication skills.
• Knowledge of enterprise implementations and support processes is advantageous.
  
  

Qualifications

• A minimum of 10 years' experience leading customer-focused teams.
• A relevant degree in engineering or a related discipline is mandatory.
• PMP certification is considered a plus.
• Willingness to travel to customer sites on short notice as required.
  
  

Career Growth Opportunities

Joining our team offers you access to enriching career pathways and dynamic financial rewards. You will have the chance to grow in leadership roles within customer success across various regions and sectors, positioning yourself at the forefront of industry advancements.

Compensation And Benefits

• Competitive salary range: \(180,000—\)220,000 USD
• Comprehensive medical, dental, and vision coverage.
• Participation in the company 401k plan.
• Generous paid parental leave.
• Unlimited paid time off and flexible work hours.
  
  

Employment Type: Full-Time