Director of Customer Success, Solidatus
Data lineage and metadata management company
Job no longer available
Data lineage and metadata management company
21-100 employees
Job no longer available
21-100 employees
Company mission
To bring clarity and usefulness to the world of data and data lineage.
Role
Who you are
- Proven experience in a customer success leadership role within the fintech industry
- Strong understanding of financial products and services
- Excellent leadership and team management skills
- Data-driven decision-making and analytical abilities
- Exceptional communication and interpersonal skills
What the job involves
- As the Director, Customer Success, you will be responsible for leading and developing strategies to drive customer satisfaction, renewals, retention, and loyalty
- You will work closely with cross-functional teams to ensure the seamless delivery of our products and services, contributing to the company's growth and success
- Customer Strategy:
- Develop and implement a comprehensive customer success strategy aligned with the company's overall goals
- Identify opportunities to enhance the customer journey and improve overall satisfaction
- Team Leadership:
- Build, lead, and mentor a high-performing customer success team
- Coach & mentor the existing Customer Success Managers, Implementation Consultants & Technical Support Analysts
- Foster a customer-centric culture within the organization
- Customer Retention and Renewals:
- Implement initiatives to increase customer retention and reduce churn
- Analyze customer data and feedback to identify trends and areas for improvement
- Product Adoption:
- Collaborate with professional services and product teams to ensure successful onboarding and adoption of our products
- Collaborate with user community and education team to develop programs to educate customers on new features and functionalities
- Cross-Functional Collaboration:
- Provide operational insight and complimentary recommended actions based on the key KPIs around NRR, GRR, Health Scores & Churn
- Work closely with sales, marketing, professional services and product teams to align customer success efforts with overall business objectives
- Provide valuable customer insights to inform product development and marketing strategies
- Performance Metrics:
- Establish and track key performance indicators (KPIs) for the customer success team
- Regularly report on customer success metrics to executive leadership
- Build and nurture relationships with executives from key customers
- Coordinate internal Account Planning & Health sessions between Customer Success, Sales & Other key stakeholders
- Act as Voice of the Customer to provide visibility into wins, challenges and/or escalations
- Influence growth by developing and executing strategies focused on creating customer value in partnership with other teams (Sales, Product, Professional Services)
- Limit churn by leading a team to deliver outstanding experiences that drive best in class customer retention, expansion, adoption and renewal with new and existing customers
- Optimise the customer experience and lifetime value through higher product adoption, customer satisfaction, and overall health scores by leveraging reporting to drive data-driven insights on customer behaviour
Salary benchmarks
Our take
Solidatus delivers a trusted 360 view of an organisation’s data flows, enabling insightful and sustainable data management. The company's data management software allows organisations’ data to be mapped, managed and monetised, reducing complexity and risk.
The global metadata management solutions market size is expected to have an annual growth rate of 11.8% by 2028. The market remains fairly fragmented, with a number of large and medium-sized market players accounting for a major revenue share. Solidatus' major competitors include Oracle Corporation, Arquiva Limited and SAP SE.
Clients include top-tier global financial, pharmaceutical and retail firms. As a testament to its potential, Solidatus secured hefty funding from several top investors. The company plans to expand further across the US, continue to grow its client base, and further develop the software.
Steph
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (1 round)
Feb 2021
$19m
SERIES A
Total funding: $19m
Company HQ
Spitalfields, London, UK
Leadership
Philip Dutton
(Co-Founder & CEO)A Senior System Architect and Project Manager with over 20 years’ experience within Financial Services, Philip is focused on global transformational change projects within global organizations. They also co-founded Threadneedle Technology in 2011.
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