What are the responsibilities and job description for the Director, Customer Success - Strategic Accounts position at Vets Hired?
About the job Director, Customer Success - Strategic Accounts
What You'll Do :
Own the strategy for & execution of our Strategic Customer Success offering
Own the multi-year and annual planning strategy for continually evolving our top-tier customer offering
Overhaul our current definition of a Strategic Account in partnership with Sales & Operations, to ensure maximum customer & business impact
Improve the Strategic segments key results, including : retention, open risk rates, CS qualified leads, in-app product utilization, and active customer advocates
Elevate our current customer offerings to provide an enterprise-grade, consultative customer experience
Enable ability to grow upmarket through effective internal advocacy
Effectively advocate for our customers needs, gain buy-in and drive alignment across Sales, Product & Marketing to ensure we exceed customer expectations
Drive an effective partnership with Sales, Product and Product Marketing to build credibility and evangelize vision up-market
Foster executive connections for our customers, including : participating in the Customer Advisory Board, leading our Executive Connection program, and proactively educating the broader business on these valuable customers
Represent at customer and industry events to expand personal networks
Act as an internal thought leader for enterprise-grade customer success to elevate our department and business
Inspire and lead a high-performing, top-tier CSM team
Manage & develop a team of high-performing, enterprise-grade CSMs and Solutions Experts
Consistently deliver on the teams monthly, quarterly & annual key results by driving individual performance
Partner with Sales Ops and CS Ops to improve cross-team performance ensure a seamless the customer experience
Foster high employee engagement through inspiring leadership and team connections
Identify professional development needs and partner with Enablement to implement related, effective programs
What We're Looking For :
Leadership : Visible management and influence across teams, including coaching, motivating, and decision-making. Establishes effective, collaborative relationships across the business.
Strategic : Sets the vision and strategy, and effectively gains buy-in across the organization. Able to see and communicate the big picture in an inspiring way. Identifies long-term opportunities and creates an effective plan for achieving them.
Influence : Consult with and influence senior management on key organizational and management priorities. Understands how and when to drive change. Interacts seamlessly at all levels, provides sound suggestions, takes action, builds trust and credibility.
Negotiation : The professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts. Strong C-level presenter with progressive, proven, successful sales. Growth mindset.
Strong Business Acumen : Deeply understands business goals and strategy, adapts to new operational frameworks, and makes competent decisions.
Innovative : Generates new and innovative approaches to problems. Brings new ideas to the company to proactively push the business forward.
Analytical : Able to draw insightful conclusions from qualitative and quantitative data. Delivers timely insights that contribute to driving overall performance. Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions.
Advanced Communication : Able to provide a clear communication regarding strategy (what we are doing, why, how it impacts) and present it in a clear, articulate, real, and consistent way across all levels.
Adaptability : Adapts quickly to changing priorities and conditions. Agile and can lead teams effectively through change. Leans into new challenges with a growth mindset.
Customer Focus : Strategically balances customer needs with business goals.
Must Haves :
12-15 years leadership experience in managing Customer Success teams
7 years experience leading Enterprise tier Customer Success teams
SaaS Customer Success experience required
Enterprise scale company experience required
Demonstrated ability to work in matrixed environment
Command of structuring and negotiating major account contracts
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Director, Customer Success - Strategic Accounts?
Sign up to receive alerts about other jobs on the Director, Customer Success - Strategic Accounts career path by checking the boxes next to the positions that interest you.
Not the job you're looking for? Here are some other Director, Customer Success - Strategic Accounts jobs in the San Diego, CA area that may be a better fit.
We don't have any other Director, Customer Success - Strategic Accounts jobs in the San Diego, CA area right now.
