• Director of Customer Success

    Posted: 01/19/2020

    A software company in downtown Houston is looking for an experienced and energetic individual to join their team!

    In this role, this person will be managing a team of Customer Success Managers and continue to develop the Customer Success organization. You will lead the development and execution of cross-functional strategies to improve customer satisfaction, product adoption, and brand advocacy.

    Role and Responsibility:

    - Increase retention and influence lifetime value through higher product adoption, customer satisfaction and overall health scores

    - Drive new business growth through greater advocacy and reference-ability

    - Map customer journey and define personas

    - Capture data to clearly characterize and identify customer journey personas along the customer journey

    - Define segmentation of customer base and varying strategies

    - Onboarding, training, customer support

    - Define operational metrics for team

    - Create cadence for review within team

    - Manage software stack to enhance effectiveness and efficiency of organization

    - Attract and recruit experienced and impressive team members for each functional role

    - Foster collaboration within your team and across relevant departments to improve customer journey and lifecycle

    - Create company-wide culture of Customer Success

    - Align with product around driving product roadmap, make known common friction points, and prioritize customer feature requests

    - Align with Executive Team around key metrics and objectives

    REQUIRED EXPERIENCE:

    - 5-10 years experience in leading customer-facing organizations

    - Ideally combined background of post-sale and sales experience

    - Deep understanding of value drivers in recurring revenue business models

    - Demonstrated desire for continuous learning and improvement

    - Excellent communication skills

    - Bachelor's degree required; MBA preferred

    - Ability to manage influence through persuasion, negotiation, and consensus building

    - Analytical and process-oriented mindset

    Pay & Benefits:

    $100k

    Health, Dental, Vision, Disability, Basic Term Life, and Voluntary Supplemental Life Insurance

    PTO, Parental Leave, and Paid Holidays

    Contact Nicole Puerta at 281-465-4406

    Job Type: Full-time

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