Position Overview: The Director of Customer Success will be responsible for ensuring that our clients get maximum value and satisfaction from our products and services. The Director will coordinate with our customer success team, sales teams, and technical teams to ensure that clients are adopting our products and services for their specific use cases and expanding to new products and services.
Key Responsibilities
Partner with customers to identify their business goals and objectives, then facilitate technical and business solutions to help them reach their goals.
Build relationships with customers and stakeholders to strengthen relationships.
Understand customer needs and provide technical solutions to ensure successful product adoption.
Develop and implement strategies for customer retention, product expansion, and customer satisfaction.
Oversee offshore customer success team, with the likelihood of starting to expand the team to a local team in the near future. (You will work standard US based hours.)
Create and deliver customer success plans, including onboarding, usage tracking, and product feature training.
Handle escalations from customers and partners.
Recommend solutions to changing customer's requirements and roadblocks to adoption.
Develop processes and strategies for customer lifecycle management, including onboarding, customer health assessments, and communication.
Manage customer relationships, and develop and maintain customer profiles, including usage data, feedback, and other relevant information.
Develop and maintain best practices for customer success, such as cybersecurity protocols, CRM systems, and salesforce automation.
Conduct CSAT surveys and then analyze survey results and provide inputs for improvement to various teams
Qualifications
Bachelor's degree in business administration, marketing, or related field
5+ years of experience in customer success
Experience with large SaaS and/or enterprise software
2+ years of experience with cybersecurity and MDR
Leadership experience
Experience with product adoption and product expansion
Experience with Salesforce or other CRM software
Strong leadership and interpersonal skills, including relationship building and training
Excellent organizational, project management, and communication skills
Benefits
Medical, Dental, Vision
Equity
Short and Long Term Disability
Life Insurance
401k
PTO and Company Paid Holidays
Email Your Resume In Word To
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Rachel.Reid@cybercoders.com
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Rachel Reid - Lead Recruiter - CyberCoders
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales
Industries
Software Development
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