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Director of Customer Success

Company: Lever
Location: Las Vegas
Posted on: May 21, 2020

Job Description:

We're looking for a candidate to fill this position in an exciting company.

  • Lead an organization of Customer Success Managers across multiple regions who are responsible for the widespread adoption of company 's product across our customer base, and ultimately for achieving or surpassing company 's renewal and expansion rate targets
  • Define and mature an organizational structure for scale that is cost efficient, yet does not sacrifice our high standard of excellence when providing support to our customers
  • Hire and nurture new talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base
  • Develop KPIs, manage performance, and establish career path opportunities for the Customer Success team, alongside your counterpart who oversees Technical Support
  • Shape our service offerings, and response level commitments, commensurate to the level of effort required to properly service customers and improve renewal and expansion rates
  • Partner with the Engineering, Product, Enablement, Sales and Technical Support teams to ensure positive customer outcomes
  • Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the user experience with company
  • Bachelor's Degree with MS or MBA preferred
  • 10+ years experience successfully leading a distributed Customer Success team, ideally in a SaaS environment
  • Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
  • Ability to hire and mentor team members, including more technical and more strategic resources
  • Excellent interpersonal skills and empathy for customers
  • Significant experience building customer relationships at senior level and handling escalations
  • Ability to thrive in a cross-functional environment while juggling multiple responsibilities
  • Talent for synthesizing complex ideas and communicating them in a way others can easily understand
  • High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
  • An understanding of SaaS/enterprise technology
  • Domain knowledge of HR, benefits management, and/or payroll management technology are a strong plus

Keywords: Lever, Las Vegas , Director of Customer Success, Executive , Las Vegas, Nevada

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