Director of Customer Success, SaaS Academy

• 10+ years of experience in Customer Success, with 5+ years of experience at the Director or VP level within the SaaS or coaching sectors
• Technical knowledge of SaaS (B2B) business models
• Strong competency in customer success, gathering and interpreting customer feedback, and evaluating qualitative and quantitative service delivery
• Experience thriving in ambiguous scenarios, showing the drive to find and implement solutions
• Proven ability to leverage data and analysis to drive strategic decisions, enhance client engagement and satisfaction, and scale customer organizations effectively
• Understanding of SaaS business models and experience in managing customer success teams
• Expertise in leadership and management
• Strong communication skills, both verbal and written
• Customer-backwards mindset focused on enhancing client satisfaction
• Strategic thinking capabilities for long-term planning and execution

Desirable

• Direct Reports:
• Head of Account Management, Account Managers (2), Program Specialist, Program Support (2)
• Head of Coaching, Executive Coaches (5), Coaching Support (2)
• As the Director of Customer Success at SaaS Academy, you will be the architect of our customer journey, pivotal in driving satisfaction, loyalty, and long-term relationships across all three programs
• This strategic leadership role is not just about managing customer experience—it's about inspiring a high-performing team that embodies our commitment to excellence and driving cross-department collaboration
• By leveraging data-driven insights, you will identify growth opportunities and enhance client interactions, all while aligning with our organizational vision to achieve exceptional results for our founders and SaaS Academy
• In this role, you will own the overall customer experience, engagement, and retention across our programs
• You will execute established playbooks and create and manage a Voice of the Customer program to gather client feedback, reviews, testimonials, and case studies
• Additionally, you will review and enhance the coaching model while collaborating with program teams to boost client engagement and adoption
• Success will be measured through key performance indicators such as churn, retention rate, net revenue retention (NRR), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)
• You will play a pivotal role in standardizing the client journey and processes while developing specific performance metrics and health scoring metrics to gauge success
• Leading, managing, and mentoring the Customer Success team will be key, fostering collaboration across departments to ensure cohesive strategies
• Metrics for success in this area will include customer health scores, adoption rates, Time to First Value (TTFV), onboarding time, and support resolution rates
• As a member of the Senior Leadership Team (SLT), you will enhance collaboration and alignment across all departments—Sales, Marketing, Program Operations, People, Events, and Finance—to drive customer insights and improve overall customer satisfaction
• You'll ensure effective change management by communicating priorities, hiring strategically, delegating tasks efficiently, and inspecting results to ensure alignment with goals
• Your responsibilities will include developing a clear departmental vision, managing talent effectively, ensuring financial stewardship, and overseeing workflow process improvements that align with strategic initiatives

• If you apply, you’ll hear from us, whether we feel you’re a good match for us, or not, as part of our process