Director, Customer Success

Overview

Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

We're looking for a talented leader to manage our growing post-sales Customer Success team. As the Director, Customer Success, you will focus on driving strong customer adoption of the Suzy platform, and positive business outcomes for Suzy clients. As the  ideal candidate, you have significant experience managing and mentoring Client Success teams at high-growth startups, working across a wide range of customer types and industries.

Responsibilities

• Lead an organization of Customer Success Managers who are responsible for widespread adoption of Suzy technology across our client base, and ultimately for achieving or surpassing Suzy’s dollar renewal rate targets.
• Define and mentor an organizational structure for scale that is cost efficient, yet does not sacrifice our high standard of excellence when providing support to clients
• Hire and nurture new talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base
• Develop KPIs, manage performance, and establish career path opportunities for the Customer Success team
• Shape our service offerings, and response level commitments, commensurate to the level of effort required to properly service customers and improve renewal rates 
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes
• Prioritize and funnel customer feedback to the Product team to optimize the user experience with Suzy

Qualifications

• Bachelor’s Degree or equivalent
• 10 years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment
• Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
• Ability to hire and mentor team members, including more technical and more strategic resources
• Excellent interpersonal skills and empathy for clients
• Significant experience building customer relationships at senior level and handling escalations 
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthesizing complex ideas and communicating them in a way others can easily understand
• High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
• An understanding of enterprise technology 
• Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus

Benefits:

• We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
• A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
• The opportunity to make an immediate impact as a part of a fast-growing company
• The target base salary for this role is $127,500 - $172,500/ yr.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work. 

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional. Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

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Salary : $127,500 - $172,500