Director of Customer Success

Laserfiche is hiring a Director of Customer Success who is responsible for leading the customer-relationship team driving Retention Rate and Growth target goals, as well as product adoption for Laserfiche customers. This team member will have a good understanding of our product offerings and customer base to maximize success of retaining and expanding existing book of business. This Director will lead the Customer Success team to execute our ARR Retention and Expansion strategies, which focus on developing Direct SaaS Sales, as well as Reseller Channel SaaS business. You will serve as the primary lead for developing further Retention and Expansion strategies with key stakeholders to bring our existing customers more value from our product listings.

Location:

• Three days/week work from office – LA County
• Work from home on Mondays and Fridays

#LI-Hybrid

About the Role - Essential Functions

• Lead the Customer Success team as they engage with customers, establish relationships, drive adoption & growth and cultivate enduring, successful client partnerships.
• Collaborate with Sales, Marketing, Product Management and Engineering to ensure that the voice of the customer is represented in key strategic decisions.
• Demonstrate accountability to measurable outcomes, tracking progress to ensure team is meeting goals and staying on track.
• Support, energize and develop talent within the team with focus on Enterprise business.
• Develop strategy, and process improvements for growth.

About You - Essential Qualifications

• Proven success in managing large team of customer success relationship managers.
• Ability to prioritize in a fast-paced environment.
• Experience in successful retention and expansion of Enterprise SaaS business.
• Strong communication skills with the ability to clearly articulate complex concepts and business value to both internal and external stakeholders.
• Experience building and scaling customer success operations with a focus on customer accountability and delivering value.
• Ability to provide exceptional customer management skills at all levels (C-suite including).
• Analytical mind with ability to think strategically along with willingness to execute and build from the ground up with a “no task too small” mindset.
• Ability to direct execution of strategic plan by team members.
• Bachelor’s degree in Business, Marketing, or Communications.
• 7 years of managerial experience in CSM and sales, SaaS preferred.
• Proficiency in business systems, including Salesforce CRM, PowerBi reporting, and other applicable software.

The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate's geographic region, job-related knowledge, skills, and years of experience among other factors.

• $195,000 – $227,500 OTE (base salary commission)

Perks & Benefits at Glance

• Generous time off:
  • 15 Days of Vacation
  • 3 Floating Holidays
  • 2 Paid Volunteer Days
  • 9 Paid Holidays
  • Year-end Closure
• Hybrid Work Environment
• Free Parking: covered and EV charging stations
• Various 401 (k) Investment Options and Generous Company Match
• HMO and PPO Medical Care Options (Employees are fully covered under HMO)

About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives.

Click here to learn more about Life at Laserfiche.

Our Values

• Put People First
• Create We
• Inspire
• Drive Change, Deliver Results
• Care

Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law.