Director Customer Success Management

About the Company

Innovative cloud platform for web development & hosting

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2015

Employees
201-500

Funding
$200 million

Categories

• Apps
• Developer Platform
• Internet
• Software
• Information Technology & Services
• Design
• Professional Services
• Fashion
• Textiles
• Technology

Specialties

• Next.js
• Developer Velocity
• Open Source
• Developer Experience
• React
• and Web Development

About the Role

The Company is seeking a Director of Customer Success Management for the Americas East region. The successful candidate will be responsible for managing a team of Customer Success Managers (CSMs) and ensuring the delivery of exceptional customer experiences. This role involves setting, measuring, and analyzing metrics to define success, as well as hiring and growing the CSM team to meet customer demands. The Director will also be expected to work with a CS CRM to scale the CSM function, engage the entire company in CSM activity, and identify data requirements for the CRM. Experience in evaluating and improving processes, coaching team members, and acting as an escalation point for customer issues is essential. The ideal candidate will have a strong background in SaaS customer success, experience with SaaS customer activation strategies, and a desire to work cross-functionally with product and engineering teams.Applicants for the Director of Customer Success Management role at the company should have at least 5 years of experience in customer success at a SaaS company, with a proven track record in setting and managing KPIs and growth plans for team members. Experience in driving efficiencies, scaling, and managing projects is required, as well as technical knowledge in modern application development and deployment. The role demands a candidate who can handle pressure, work in an asynchronous communication environment, and is technically adept. Bonus skills include experience in frontend development, working with CDNs, understanding of DNS, and experience with enterprise applications at a global scale. The company is committed to fostering an inclusive community and encourages all qualified individuals to apply.

Hiring Manager Title
Vice President of Customer Success

Travel Percent
Less than 10%

Functions

• Operations