Bravado · 1 day ago
Director of Customer Success
Pennsylvania, United States
Full-time
Remote
Senior Level
$100K/yr - $120K/yr
5+ years exp
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Responsibilities
Develop and implement strategies to ensure customer satisfaction, retention, and growth across all client accounts.
Foster long-term partnerships with key stakeholders, understanding their business goals and aligning company services to meet their needs.
Oversee the customer onboarding process, ensuring clients are fully equipped to utilize the company's products and services effectively.
Serve as the voice of the customer internally, collaborating with product, sales, and marketing teams to improve services based on client feedback.
Monitor customer health metrics, anticipate challenges, and provide proactive solutions to ensure customer satisfaction and renewal.
Lead and mentor the Customer Success team, driving performance, fostering professional growth, and ensuring high-quality client interactions.
Identify opportunities for account expansion, working closely with the sales team to introduce new products or services that align with client goals.
Implement processes to drive renewals and minimize churn, maintaining a high level of client satisfaction and engagement.
Provide clients with regular performance reports and insights, highlighting the value delivered and suggesting areas for improvement.
Address and resolve any customer issues or concerns in a timely and professional manner, ensuring that clients feel heard and supported.
Qualification
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Required
5+ years of experience in customer success, account management, or a related role, ideally in SaaS or technology-driven companies.
Demonstrated success in leading and managing a customer success or account management team.
Excellent verbal and written communication skills, with the ability to build relationships with C-level executives and stakeholders.
A deep understanding of customer needs, with a focus on delivering exceptional service and ensuring customer satisfaction and retention.
Ability to develop and implement customer success strategies that drive results, increase satisfaction, and support business growth.
Strong analytical and problem-solving skills, with the ability to anticipate challenges and proactively offer solutions.
Capable of managing multiple client accounts, projects, and deadlines simultaneously with attention to detail.
Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms, along with an understanding of SaaS business models.
Experience using data and metrics to monitor customer health, drive insights, and inform decision-making.
Ability to thrive in a fast-paced, dynamic environment and manage change effectively.
Proven ability to manage difficult situations, resolve conflicts, and negotiate successful outcomes for both the company and the client.
Preferred
Preferred in Business, Marketing, Communications, or a related field. An MBA or advanced degree is a plus.
Company
Bravado
Bravado is a community platform for B2B sales professionals.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$37.97MKey Investors
Tiger Global ManagementRedpointFreestyle Capital
2022-05-19Series B· $26M
2019-07-24Series A· $8.5M
2018-04-19Series A· $2.92M
Leadership Team
Sahil Mansuri
CEO
Recent News
Variety - Digital
2022-10-15
Fenwick & West LLP
2022-06-21
vcnewsdaily.com
2022-05-20
Company data provided by crunchbase
