Director of Customer Success, Fieldguide

• 5+ years of experience in leading Customer Success Management teams, with direct experience in a SaaS environment
• Deep understanding of the role of Customer Success in an Enterprise Software company with a strong sense of customer empathy
• You are customer obsessed and have a proven track record of strong cross-functional collaboration
• You are committed to building deep ties and effective collaboration with our engineering team. We won't compromise on this
• Strong communicator with ability to collaborate with and influence the broader organization
• Authentic, humble and curious self-starter, who is excited to roll up their sleeves, be a player/coach
• Comfortable with ambiguity, with the ability to learn new concepts and technologies quickly, and apply those learnings to new domains
• A strong desire to learn about assurance, advisory and audit, our customers, their frameworks, processes, tools and technologies

Desirable

• Fieldguide is looking for an experienced Director, Customer Success whose mission will be to scale and drive the operational effectiveness of our Customer Success Management team
• You will report to the Vice President, Customer Success and will be a trusted partner in setting the strategy and objectives for the Customer organization, evolving our delivery models, scaling the team, implementing and execution of success processes as well as delivering operational metrics that align to delivering a world-class customer experience
• You will play a key role in defining the evolution of our Customer Success business as Fieldguide continues to rapidly scale. You and your team will work closely with the Engineering, Product and Design teams supporting all customer segments. This role will require a mix of strategy and hands-on execution
• Work with the Vice President, Customer Success to define the customer success strategy for the next phase of Fieldguide’s growth
• Develop and coach a world-class customer success management team. Build the team’s core skills and establish a clear definition of what great looks like while delivering value to customers
• Build expert playbooks by framework across every risk category, for internal teams to execute on, and for customers to utilize in investing in those practice areas
• Drive the strategic roadmap for customer success management - define the ideal customer journey and ensure that it is delivered consistently
• Develop a metrics-driven approach to customer health, satisfaction, and retention. Use data to generate insights that help us understand customer engagement, pacing, identify product enhancements, and promote user adoption
• Develop, implement and evolve “Voice of the Customer" strategies to increase client satisfaction and drive NPS scores
• Partner with the Onboarding team on deployments with a focus on efficiency and customer experience
• Collaborate with cross-functional teams including sales, EPD, marketing, and operations to ensure customers are receiving full value