Senior Director of Customer Success, Relyance AI

• 5+ years of experience in a customer success leadership role in a SaaS environment
• 5+ years in a highly technical post sales (TAM, Implementation, etc) leadership role
• 3+ years of experience leading global teams, including but not limited to India
• Proven experience overseeing professional services, including software deployments, implementations, and managing technical account teams
• Strong leadership and team management skills, with the ability to inspire and motivate a global team across diverse functions
• Strategic thinker with a focus on driving customer retention, satisfaction, and growth
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions
• Strong problem-solving and conflict-resolution skills
• Experience with customer success platforms and tools
• In-depth understanding of customer success and professional services best practices and methodologies

Desirable

• As Relyance AI’s Sr. Director of Customer Success, you will be responsible for overseeing a global team of Customer Success Managers (CSMs) and Professional Services, including deployments, implementations, and Technical Account Managers (TAMs).
• In this role, you will be the escalation point for customers and will hold ownership of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) numbers.
• You will play a pivotal role in shaping the customer journey, driving customer satisfaction, and ensuring the success and growth of our customer base
• Lead and manage a global team of CSMs and Professional Services, providing guidance, coaching, and support to ensure high performance and professional development across all functions
• Oversee the successful deployment and implementation of Relyance AI solutions for customers, ensuring timely and effective onboarding
• Manage a team of Technical Account Managers (TAMs), ensuring customers receive expert technical guidance and support throughout their lifecycle
• Serve as the primary escalation point for customer issues, working to resolve complex problems and ensure customer satisfaction
• Own and drive GRR and NRR, developing strategies and initiatives to maximize customer retention and identify opportunities for growth
• Develop and implement comprehensive customer success strategies and processes to enhance the customer journey and drive customer loyalty, from initial deployment through ongoing value realization
• Collaborate with cross-functional teams, including sales, support, and product, to align on customer needs and ensure a seamless customer experience from pre-sales to post-implementation
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in customer success and professional services initiatives
• Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate
• Monitor and report on key customer success and professional services metrics, providing regular updates to senior management