What are the responsibilities and job description for the Director of Customer Success (Remote) position at Ordr, Inc.?
Position Overview
The Director of Customer Success, reporting directly to the VP of Technical Sales & Customer Success, is a critical role responsible for driving customer retention, expansion, and overall satisfaction with Ordr's cybersecurity software solutions. This position is a hands-on player-coach role that will lead a team of 6 direct reports and coordinate the company's renewal program, ensuring long-term customer value and business growth. Working closely with the VP, the Director will execute comprehensive customer success strategies aligned with Ordr's business goals.
Key Responsibilities
Renewal Program and Execution
- Execute a comprehensive renewal program to maximize customer retention
- Collaborate with sales team to identify upsell and cross-sell opportunities
- Monitor and analyze renewal forecasts
- Provide regular updates to senior leadership
Team Leadership and Development
- Manage and mentor Customer Success Managers (CSMs) and Solution Architects
- Establish clear performance metrics and goals aligned with company objectives
- Implement best practices and standardized processes
- Oversee team recruitment, training, and professional development
Customer Success Operations
- Optimize CS processes, tools, and technologies
- Develop customer health scorecards
- Proactively identify at-risk accounts
- Collaborate with product and engineering teams to communicate customer feedback
Customer Advocacy
- Execute a comprehensive program to capture and document customer success narratives
- Execute the systematic approach to developing customer success stories and testimonials
Strategic Account Management
- Manage strategic, high-value customer relationships
- Serve as escalation point for complex customer issues
- Conduct executive-level business reviews
Reporting and Analytics
- Create reports on team performance, customer health, and renewal metrics
- Analyze customer data to identify trends and improvement opportunities
Qualifications
Education and Experience
- Bachelor's degree in Business, Computer Science, or related field
- 3 years working in a startup environment
- 7 years in customer success, sales engineering, or account management
- 3 years in leadership position
- Proven track record managing enterprise SaaS customer relationships
Required Skills
- Strong understanding of cybersecurity and networking concepts and technologies
- 802.1x/NAC, Cybersecurity, Vulnerability management.
- Excellent communication and interpersonal skills
- Ability to build and lead high-performing teams
- Experience with CS platforms and CRM systems
- Strategic thinking and data-driven problem-solving
Key Competencies
- Leadership and team management
- Customer relationship management
- Strategic planning and execution
- Analytical problem-solving
- Adaptability in fast-paced environments
Job Type: Full-time
