Customer Success Director, Varicent
Sales performance management solution
Job no longer available
Sales performance management solution
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To apply science and technology to drive growth for employees and for its customers.
Role
Who you are
- 12+ years of experience out of which 5 years leading a Customer Success or sales team
- 5+ years experience in business value consulting within the Customer Success discipline on behalf of Fortune 1000 Companies for a SaaS company
- Prior sales success exhibited around renewing and expanding Customers with strong commercial awareness and experience negotiating contract terms required
- Experience with “revenue impacting” business applications required
- Proven track record of leading through change and in high pressure situations
- Ability to provide leadership and clarity in spite of top-down ambiguity
- Strong customer-facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
- Top-notch executive engagement skills with an ability to establish strong relationships with Business Decision Makers
- You are experienced at change management, including overseeing and coordinating various processes and strategic initiatives tied to transformation
- You have strong program management experience and are able to keep projects organized, stakeholders informed and drive accountability to key milestones and deadlines
- Strong coaching skills with experience mentoring talent
- Cultural awareness and appreciation for diversity
- Bachelors degree with information technology/business/finance focus preferred
- Willingness to travel up to 50%
What the job involves
- The Director of Customer Success Managers role will own a team of North American Customer Success Managers who enable our Customers through onboarding, adoption and expansion and make our Customers passionate advocates of Varicent – both our company and our products
- Manage a team of CSMs and document their performance while developing their talents
- Drive ongoing cadence with the team to report on critical metrics and new initiatives
- Drive the CSMs around SFDC and Totango hygiene for solid forecasting and deeper understanding of Customer health
- Provide training and coaching to broader CSM team around Value Realization Workshops with a willingness to co-land and co-facilitate these workshops
- Manage your renewal and expansion forecast for the Enterprise book of business and communicate it upwards to yoularger North American forecast
- Interview and hire CSMs
- Regularly shares expertise and upskill the team to support continuous learning and improvement
- Develop strategies for Customer growth and retention
- Address risks of client churn with strong Success Plans in partnership with the RSMs (sales)
- Drive CSM accountability around the output of a Customer Success Plan – ensuring progress is being made on the CSP
- Ensure the CSM team is consistently documenting Customer success criteria – building out our internal Customer Success Planning library of Objectives, Success Criteria and Success Metrics
- Develop and share best practices with other Customers
- Share team wins and updates with Company
- Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and T Decision Makers (TDMs) within your targeted Enterprise Customers to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Varicent’s behalf
- Collaborate with cross-functional leaders internally at Varicent to drive results and work on key focus areas that drive ROI for our customer base
- Collaboratively work with and across other departments at Varicent -- especially the sales team, partner team and services team
Our take
Performance management of sales teams is increasingly being organised around central softwares that can deliver insights at low cost. Varicent is one such software.
The company focuses on using smart analytics to augment a suite of solutions to assist in smarter territory and quota planning.
It's this focus on refining its product that led the large software business to pursue an aggressive acquisition strategy over the last few years, allow the company to expand its portfolio of solutions to more small-medium sized businesses.
The challenge for Varicent, like all software companies of its size, is being nimble enough to stay ahead of the curve in product capability. Its divestiture from IBM and purposeful acquisition of new IP has helped it mitigate this risk, and was recently named a leader in Sales Performance Management by The Forrester Wave.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (1 round)
Oct 2009
$35m
SERIES C
Total funding: $35m
Company benefits
- Generous time off (including your birthday!)
- Remote working opportunities
- Flexible hours
- Learning & development
- Remuneration package
- Virtual Healthcare and Mental Health Resources
- Family Assistance program
Company HQ
Willowdale, Toronto, ON
Leadership
Marc Altshuller
(President and CEO)Most recently before rejoining Varicent, Marc served as Executive in Residence at Information Venture Partners, a Toronto/NY based Fintech fund. They then partnered with Great Hill Partners and Spectrum Equity to buy back Varicent from IBM on December 31, 2019.
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