Director of Customer Success, CaptivateIQ

• 8+ years of experience in Customer Success, Account Management, or a related field
• 5+ years in a leadership role and 2+ years of experience managing front line managers
• Proven track record of managing and scaling Customer Success teams, preferably in a SaaS or technology company
• Demonstrated success in driving customer retention, renewals, and upsells across diverse customer segments (SMB, mid-market, enterprise)
• Demonstrable success in thinking strategically and executing tactically, while providing consistent and high levels of customer satisfaction
• Approach all situations with empathy and curiosity, inspiring others and bringing out the best in them
• Strong track record of cross functional partnership
• Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers across your team
• Live the core CaptivateIQ values. Be a team player with the highest level of integrity

Desirable

• CaptivateIQ is looking for a Director of Customer Success to lead one of the key departments within our Customer Experience organization
• You'll report to the SVP of Customer Experience and support the team focused on customer success, renewals, and upsells
• You will help your team evolve strategically and partner cross-functionally in a way that maximizes our customers' value from the CaptivateIQ platform
• Customer Success:
• Analyze customer health metrics, conduct regular business reviews, and proactively address any issues to reduce churn
• Own customer retention, renewals, and upsell strategies to achieve revenue targets
• Implement and refine processes and systems to improve team efficiency, customer communication, and overall customer experience
• Segment customers effectively to tailor engagement strategies for SMB, mid-market, and enterprise segments
• Establish and optimize customer journey maps to ensure seamless onboarding, adoption, and renewal processes
• Ensure attainment of core KPIs - CSAT, NDR, GRR, employee NPS
• Build and maintain strong relationships with key stakeholders within customer organizations
• Strategic Vision
• Lead the strategy and vision for the Customer Success function, partnering with the SVP of CX and the CS leadership team to align the team’s direction with the broader mission of the Customer Experience Group
• Leverage customer feedback to drive continuous improvement in our product and service offerings
• Define an expansion motion that allows the team to identify upsell opportunities and ensure customers are aware of new features and enhancements
• Provide insights to the product team to inform product development based on customer feedback and usage data
• Collaborate with the marketing team to develop customer advocacy programs and case studies
• Act as the voice of the customer within the organization, advocating for their needs and driving customer-centric initiatives
• People Management:
• Lead, mentor, and develop a team of 25 Customer Success professionals, fostering a high-performance culture
• Set career objectives with the managers and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies
• Drive employee engagement and professional development, including identifying training needs and career progression opportunities
• Partner with SVP to inform KPIs and compensation strategy that accomplishes core business metrics and margin targets