SOCi, Inc. · 3 days ago

Director, Customer Success

United States

Full-time

Remote

Director

8+ years exp

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Responsibilities

Revenue Growth and Retention: Accountable for nurturing and growing annual recurring revenue by driving positive business outcomes for SOCi customers.

Team Management: Oversee a team of CSMs, ensuring alignment with company goals and refining internal and customer facing processes.

Talent Management: Engage in hiring and retaining exceptional customer success talent, contribute to ongoing skill development and enablement of the team.

Cross-functional Leadership: Collaborate with various departments to enhance customer success and growth.

Relationship Building: Ensure CSMs foster robust customer relationships and position themselves as trusted advisors.

Customer Health: Lead CSMs in assessing and influencing customer health, directing resources towards successful onboarding, adoption, retention, and growth.

Protect and Expand Revenue: Identify renewal risks and upsell opportunities within the customer portfolio.

Company-wide Alignment: Collaborate with different departments to achieve shared goals and create a culture of customer success.

Feedback Loop Creation: Participate in establishing company-wide customer feedback mechanisms.

Qualification

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Enterprise-level customer successSales targetsCustomer satisfaction targetsEngaging with stakeholdersInfluencing stakeholdersSaaSSocial MediaEnterprise softwareAchievement-orientedAnalytical prowessExecutive interactionCommunicationPresentation