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TierPoint · 1 day ago

Director, Customer Success

United States

Full-time

Remote

Director/Executive

$120K/yr - $180K/yr

15+ years exp

TierPoint is seeking an experienced and dynamic Sr. Director of Customer Success to lead their Customer Success team. The role involves maximizing customer enablement and retention, driving adoption and renewals, and collaborating cross-functionally to enhance the customer experience.

Cloud ComputingData CenterInformation ServicesInformation TechnologyIT Infrastructure

Responsibilities

Build, mentor, and lead a team of Customer Success Managers (CSMs), providing coaching and ensuring the team is working effectively to achieve company objectives. Proven leadership experience in building and managing high-performing teams

Develop and implement strategies to align the Customer Success organization to company goals and objectives

Drive the renewal process, collaborating with Sales Operations and other supporting teams to ensure accuracy in forecasting and accountability in renewals management

Advocate for, evolve and grow the Customer Success Team from a retention-focused mission to a customer-value driven mission engaging across the customer journey

Gather customer feedback to drive product improvements and advocate for customer experience improvements across the customer lifecycle

Build alliances across teams to improve processes and drive our value proposition, enhancing customer conversations and ensuring cohesive engagement across the customer journey

Leverage data to guide performance tracking and decision-making

Design and establish scalable processes, workflows, and systems that enrich the customer experience from onboarding through customer loyalty

Monitor and evaluate key performance indicators (KPIs) and establish systems to gather and analyze operational data and customer feedback, ensuring accountability and informed decision-making through data-driven reporting

Monitor your team’s book of business to identify risks and opportunities, acting or escalating as appropriate

Build and mentor a high-performing Customer Success team, scaling resources as necessary to support organizational growth

Design health metrics framework: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention

Other duties as assigned

Qualification

Customer Success ManagementTeam BuildingRenewals ManagementData AnalysisNet Promoter Score (NPS)Business DevelopmentMS Office SuiteVerbal CommunicationWritten CommunicationInterpersonal SkillsProject Management