Director of Customer Success

MS Shift is seeking a highly motivated Director of Customer Success to lead our Customer Success team. The ideal candidate will be passionate about driving customer satisfaction and retention and will have a proven track record of scaling customer success teams in a fast-paced environment.

Duties And Responsibilities

• Build and lead a world class Customer Success team that is focused on driving customer satisfaction and upselling new systems.
• Collaborate with other departments to identify opportunities to improve the customer experience.
• Develop and maintain strong customer relationships, enabling platform adoption, and growth.
• Successfully onboard customers to MS Shift after handoff from the sales team, including trainings and demos.
• Understand our product, and quickly determine whether customer requests are achievable with our current functionality.
• Continuously improve processes and procedures to ensure the highest level of customer satisfaction.
• Own and manage customer escalation situations at a Senior level.
• Identify and provide feedback to organizations regarding customer demands and identified gaps in capabilities.
• Translate customer needs and objectives into product initiatives and collaborate with our product team to implement them.
• Proactively anticipate opportunities to expand or improve product offerings.
• Build and lead training initiatives including content development, events, and mentoring.

Requirements

• Bachelor’s degree in business, communications, marketing or a related field.
• 10 years experience in a SaaS, or software organization in B2B context.
• 6 years as Dir of Customer Success managing and scaling customer success teams.
• 5 years Upsell and Cross-sell experience (target: 20% increase in upsell and cross-sell revenue year-over-year).
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks effectively.
• Natural leadership skills and the ability to motivate a team.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.