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Spacelift · 2 days ago

Director of Customer Success (remote USA)

United States

Full-time

Remote

Director/Executive

7+ years exp

Spacelift is an infrastructure orchestration platform that manages your entire infrastructure lifecycle. They are seeking a Director of Customer Success to lead a team in enhancing customer satisfaction and retention, while developing strategies to ensure customers achieve maximum value from their platform.

Cloud Data ServicesInformation TechnologySaaSSoftware

Hiring Manager

Nuria Requena

Responsibilities

Develop and execute a comprehensive customer success strategy that aligns with Spacelift’s goals and drives customer satisfaction, retention, and growth

Lead, mentor, and manage a team of Customer Success Managers, fostering a culture of excellence and continuous improvement

Build and maintain strong relationships with key customers, understanding their business needs and goals

Act as a trusted advisor and advocate for the customer, ensuring their success and driving product adoption

Oversee the customer onboarding process, ensuring a smooth transition from sales to implementation

Develop and refine best practices for onboarding, training, and customer education to maximize product adoption and value

Define and track key performance indicators (KPIs) for customer success

Regularly analyze and report on customer health, satisfaction, and retention metrics to senior leadership, identifying trends and areas for improvement

Collaborate with Sales, Product, and Support teams to ensure a cohesive approach to customer success

Provide feedback and insights to the Product team to drive product enhancements based on customer needs and experiences

Address and resolve escalated customer issues and concerns promptly and effectively

Implement processes and solutions to minimize and address customer churn

Collect and analyze customer feedback to identify opportunities for improvement

Advocate for the customer within the organization, ensuring their needs and voices are heard and addressed

Qualification

Customer Success ManagementSaaS PlatformsTeam LeadershipAnalytical SkillsCommunication Skills

Required

Proven experience (7+ years) in customer success, account management, or a related field, with a strong track record of managing teams and driving customer satisfaction and retention

Deep understanding of SaaS or DevOps platforms, with the ability to translate technical concepts into business value for customers

Exceptional leadership and team management skills, with experience building and developing high-performing teams

Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance improvement

Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels

Experience working in a fast-paced, high-growth environment, with a proven ability to adapt to changing priorities and drive results