Director, Customer Success Job Description
Director, customer success
provides leadership in the design and development of Business Process Automation and Business Intelligence solutions for Brokerage Operations organization.
Director, Customer Success Duties & Responsibilities
To write an effective director, customer success job description, begin by listing detailed duties, responsibilities and expectations. We have included director, customer success job description templates that you can modify and use.
Sample responsibilities for this position include:
Manage, coach, and motivate Customer Success Teams across our global offices
Drive the customer renewal strategy and execution
Work with the Talent Team to Hire
Work cross-functionally with all teams to help grow and scale our product and company
Hire, train and manage a team of Customer Success managers
Orchestrate other (paid for) Success Services such Program Architects, Strategic Services, Accelerators
Monitor and drive adoption of Pyxis
Own service initiatives at accounts
Oversee the successful and on-time delivery of a portfolio of several hundred implementations at any time
Build upon an existing repository of best practices to develop and nurture intellectual property
Director, Customer Success Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Director, Customer Success
List any licenses or certifications required by the position: ITIL, PBCS, ERP, V3, V2, CMDB, CIO, XP, OSX, DNS
Education for Director, Customer Success
Typically a job would require a certain level of education.
Employers hiring for the director, customer success job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Computer Science, Management, Marketing, Engineering, Technical, Education, Business/Administration, Technology
Skills for Director, Customer Success
Desired skills for director, customer success include:
Business processes
Business applications and automation
Mobile development process and of mobile design and implementation methodologies
Best use
Capabilities
Products
AV Collaboration
Client industry
Cloud solutions and technology and /
Growth and potential issues
Desired experience for director, customer success includes:
Work with sales, support & success teams to ensure strong handoffs and cross-functional experiences
Enhance effectiveness and efficiency of Customer Success Managers through application of structured, global methodologies, tools and framework
Determine the objectives and measures upon which the projects will be evaluated at completion and create detailed work plans which identify and sequence the activities needed to successfully complete the projects
Optimize the Customer Lifecycle by imposing a programmatic approach to information gathering
Analyze, interpret and report the “root causes” impacting customer satisfaction and retention identified through various customer feedback mechanisms
Utilize business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience and build customer loyalty
Director, Customer Success Examples
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Director, Customer Success Job Description
Job Description Example
Our innovative and growing company is looking for a director, customer success. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, customer success
- Make detailed, well substantiated recommendations to the Leadership team, validated by the network, for additional initiatives to address the root causes that will improve customer satisfaction and retention
- Make improvements across the dimensions of people, process & technology with the goal of improving the customer experience and impacting key business metrics
- Continue to optimize the use of existing communications channels including chat, email and phone to support the Cloud organizations and Customer Success Managers directly
- Generate business growth through greater advocacy and reference-ability
- Develop listening points in journey
- Salesforce & Gainsight dashboards, partnering with Bus
- Establishes overall product vision/strategy including defining the product roadmap and establishes overall product direction and development priorities
- Partners with Sales, Program Managmeent and other key stakeholders elicit product requirements and other supporting product development documentation including user stories and methods & procedures
- Orchestrate other Success Services such Program Architects, Strategic Services, Accelerators
- Keep a close pulse on the B2B clients, by proactively seeking and measuring their sentiment and partnering with the Audience Insights group
Qualifications for director, customer success
- Set standards for cycle time, quality, and productivity
- Continuously identify and implement sustainable process improvement initiatives, communicating those to internal teams and customers
- Create buy-in on initiatives with key partners including sales, finance, and marketing
- Collaborate with technical teams to write business requirements for technology enhancements, outline phasing and roadmaps
- Create a customer feedback loop that ensures we are accountable for delivering high-quality service and uphold our mission
- Embrace narrative writing as a means of communication and be organized, an owner, and vocally self-critical
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Director, Customer Success Job Description
Job Description Example
Our growing company is looking to fill the role of director, customer success. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, customer success
- Define and oversee lifecycle processes/touch points, including executive sponsor program, Executive Business Review (EBR) process, “listening” points
- Participate on a team which will envision, define and optimize the customer lifecycle, document and operationalize the lifecycle through playbooks and best practices
- Working with Sales and Customer Success leadership continue to refine segmentation of customer base and varying strategies to ensure customer success
- Working with team of customer success managers, this role will develop account plans that outline customers critical success factors, metrics for success, potential issues, provide recommendations
- Manage a team of Customer Success Managers
- Measure effectiveness of Customer Success Managers, defining operational metrics for team and management of quarterly MBOs
- Hire and retain a group of Customer Success Managers, participate and manage the rapid but effective onboarding process for new team members and ensure the on-going development of CSM team members
- Achieve all metrics and targets including revenue, upsell, cross-sell and retention and adoption
- Works with VP to coordinate sales forecasting, planning, and budgeting processes used within the organization
- Implements enabling technologies, including CRM, to field sales teams
Qualifications for director, customer success
- Coach, inspire and mentor 3-5 department managers
- Continuously raise the bar on talent
- MBA with 15+ years of business experience (customer service, product management, finance, operations) including 5+ years in a transactional, customer success-oriented, post-sales support environment
- 3+ years of process improvement / lean experience creating innovative features or workflows and eliminating customer friction
- Experience managing teams in multiple locations while maintaining consistent service levels
- Ability to make cost/benefit trade-offs
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Director, Customer Success Job Description
Job Description Example
Our company is looking to fill the role of director, customer success. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for director, customer success
- Partner with signature clients and work with them to develop their strategic direction
- Build and maintain global and local relationships internally and with customers
- Build on your capability in hosting and presenting to multi-customer C-Level events
- This position will also assist with the collection, analysis, and consolidation of key operational metrics, building and managing key business metrics that provide additional insight into our Support revenue streams
- Partners directly with the Vice President, CS, on all finance-related matters
- Serves as global finance lead for everything related to CS
- Manages the regular global consulting billings and revenue forecasting process
- Is responsible for oversight of the CS monthly expense forecast and the development of the CS annual expense budget
- Collaborates with Pricing team to develop consulting and EP pricing and offerings
- Implements and follows standards and policies as defined by Corporate and CS senior management
Qualifications for director, customer success
- Enthusiasm with the ability to inspire others to think big and get things done
- Proven project management skills and ability to execute on complex initiatives and deliver on time, on budget and consistent with overriding strategies relies on a practical, deliberate approach to manage his or her work others in a matrix environment
- Substantial experience managing a customer care organization (incl
- Excellent communication skills, including top-notch writing and presentation skills
- Sees ahead clearly, can anticipate future consequences and product trends accurately
- BA/BS in technology related field
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Director, Customer Success Job Description
Job Description Example
Our growing company is looking for a director, customer success. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, customer success
- Expand customer revenue through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health ratings
- Drive new business growth through greater customer advocacy and reference ability
- Maintains strong client relationships
- Provide leadership, guidance, and mentoring to the Customer Care team which includes managers and individual contributors
- Build and maintain a customer success management function that is highly motivated and excited to deliver world class client support
- Achieve target client satisfaction objectives across several sources of input (Transaction Surveys, Relationship surveys, other touch points)
- Promote and support executive or corporate sponsored programs across the customer care function to achieve objectives (Customer self-service adoption, revenue programs, etc)
- Identify opportunities and develop/implement solutions to enhance the customer experience and improve customer satisfaction
- Manage and optimize CSM alignment policies and account base distribution with minimal negative impact to customers and sales teams
Qualifications for director, customer success
- Create and maintain standardized processes and establish tools for detecting service levels failures
- 15+ years of progressive business leadership responsibility in the areas of customer success for SaaS applications
- Experience with cloud-based/SaaS solution offerings ideally related to the relevant product portfolio
- Proven track record of leading teams to achieve great outcomes while managing a diverse set of stakeholders with different, and sometimes conflicting, goals and perspectives
- Ability to juggle multiple demands and workstreams
- Proven track record bringing new ideas to life through constructive non-conformity (ability to constructively go against the grain to produce a transformative change and organizational benefit)
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Director, Customer Success Job Description
Job Description Example
Our growing company is hiring for a director, customer success. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for director, customer success
- Personally participate in strategic or highly visible customer meetings, Executive briefings, and quarterly business reviews to gain customer perspective
- Establish key performance metrics to measure success for the Customer Success Management function
- Partner with Customer Care Enablement and business process team to ensure Customer Success Management staff is trained and knowledgeable on all tasks
- Periodically reviews account activity with individual Customer Success Managers to ensure clients are being served to the company’s best practical ability
- Hire, mentor, lead, and manage an A+ Customer Success team
- Manage/lead, and work closely with the Sales Engineer team
- Champion customer success and deliver cognitive predictive maintenance solutions to customers using the DataRPM platform
- Understand business problems, define success criteria, manage customer expectations and manage the delivery of value to customers
- Identify and track success health metrics and scores
- Deliver revenue growth through renewals
Qualifications for director, customer success
- Advanced computer program skills
- A minimum of 15 years of relevant HR business partner experience
- Experience supporting both private and public technology based companies
- Assertiveness, presence, and confidence
- Recent experience with executing written and verbal communication skills
- Ideal candidate has a background including some sales post-sales experience