Customer Success Director

Articulate


1 week ago

07/12/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support


We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.

In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.

Core Responsibilities:

  • Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team

  • Coach, mentor, and develop each team member to reach their full potential

  • Drive, refine, and optimize our customer success strategy

  • Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively

  • Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities

  • Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments

  • Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams

  • Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations

  • Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program

  • Make data-driven recommendations to optimize Customer Success Team operations and processes continuously

  • Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities

  • Work cross-functionally to implement and modify programs and processes that increase customer happiness

Qualifications:

  • Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment

  • 5+ years of customer relationship management

  • 2+ years managing customer-facing team

  • Proven ability to coach, mentor, and develop individual contributors

  • Proven experience developing customer success programs that are differentiated based on the size of the customer account

  • Previous revenue responsibility and proven data analysis skills

  • Leadership and management experience that helps you build effective, high-performing, and happy teams

  • Excellent customer service skills and a knack for developing strong customer relationships

  • Ability to build relationships and buy-in for your projects effectively across the organization

  • Naturally curious, with excellent critical-thinking skills

  • Resilient, adaptable, and thrives in a fast-paced environment

  • Excellent verbal and written communication and presentation skills

  • Can work independently, while also functioning and contributing as part of a team

  • Ability to learn new technology

  • Working knowledge of Salesforce required, experience with Articulate 360 a plus

  • Positive, empathetic, driven, collaborative, flexible, and confident

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