Director, Customer Success
ActivTrak, United States
Job Description
ActivTrak is a cloud-based platform that provides productivity insights into how teams work, improving employee and customer experience, while also enabling better business outcomes. At ActivTrak, we recognize the powerful link between these two concepts and we're on a mission to understand it more every day. Alongside 9500+ paying customers, our team uses the platform internally to assess team and organizational performance, hone product features, develop best practices, streamline processes, invest in new innovations, and promote a culture of immediate feedback and transparency.
We are a fast-growing, agile company with a forward-thinking, inclusive culture. Our teams are encouraged to collaborate daily to solve challenges, create and champion new ideas, and execute initiatives that help global customers and their modern workforces succeed by working better together.
What you will do:
You are an experienced, dynamic Customer Success Management leader that will be responsible for developing, hiring and managing a team of inside CS employees to ensure that ActivTrak’s customers are achieving value from our technology.
Responsibilities:
- Set the overall vision and plan for the Customer Success team with focus on ActivTrak Platform product adoption, customer value realization and growth through retention, renewal and expansion.
- Define and continuously improve the ActivTrak customer journey. Create and drive programs to improve customer engagement and ensure best in class customer experience from implementation handoff through renewal.
- Be a thought leader by developing Customer Success amp; Renewals processes, best practices and initiatives to help customers achieve desired business outcomes, secure renewals and reduce churn.
- Monitor and report key metrics to measure the performance of the CS team and customer health NRR, renewal rate, customer churn, product usage and adoption, NPS, ROI.
- Drive value for the customer by operating as the voice of the customer and provide internal feedback on how the Company can better serve customers.
- Work closely with the sales management to align on account strategies, renewal forecasting, coverage plans, and account opportunities/risks in order to meet and exceed renewal and retention targets.
- Collaborate cross functionally with Product, Marketing and Sales peer leaders to establish best practices, foster knowledge sharing amp; skills development across the organization and develop a companywide culture of Customer Success.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Hire, motivate, mentor, and lead best in class Customer Success talent to achieve department amp; company OKRs
- Be willing to roll up their sleeves and get involved in projects.
- This role is focused on customer success management and subscription renewals and is not a technical support-related role.
Requirements
- 5 or more years of experience leading customer success managers, account managers for SaaS or subscription enterprise software company with a book of business in excess of $50M+
- Previous experience establishing an inside Customer Success function from scratch.
- Proven track record driving software adoption, renewals and expansion sales leveraging customer success best practices
- Ability to work cross-functionally to lead major transformation efforts.
- Possesses strong management presence and leadership and communication skills to inspire and motivate distributed teams across lines of business and geographies.
- Strong operational skills to drive organizational efficiencies
- Ability to adapt to and align with evolving business priorities
- Experience with data analytics platforms is a plus
Benefits
Work environment:
- Position is remote within US
- Minimal travel
- Limited physical demands
This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a positive attitude towards urgency, risk, and challenges that comes with working in a startup environment, then you will be a great fit!
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE