MARKT-PILOT · 1 day ago
Director of Customer Success
Chicago, IL
Full-time
Hybrid
Lead/Staff, Director/Executive
5+ years expMARKT-PILOT is a high-growth SaaS company helping industrial machinery manufacturers price smarter. They are seeking an experienced Director of Customer Success to lead their Customer Success organization, drive strategic customer relationships, and build a high-performing team while ensuring exceptional value delivery and sustainable revenue growth.
AnalyticsMachinery ManufacturingSaaSSoftware
Hiring Manager
Nico Dietz
Responsibilities
Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities
Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization
Recruit, onboard, and develop top Customer Success talent to support company growth
Foster a culture of customer-centricity, collaboration, and continuous improvement
Oversee the management of our most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth
Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions
Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio
Own and drive Net Revenue Retention targets across the Customer Success organization
Identify and execute opportunities for upselling and cross-selling by aligning our platform to evolving customer needs
Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates
Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion
Define and implement Customer Success processes, playbooks, and best practices across the team
Establish metrics and reporting frameworks to track team performance and customer health
Partner closely with Product, Sales, and Engineering teams to ensure customer feedback drives product roadmap decisions
Lead cross-functional initiatives to improve customer experience and drive business outcomes
Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations
Represent the company at industry events and customer conferences
Stay current on market trends and competitive landscape to inform customer success strategies
Qualification
Required
5-8+ years of experience in Customer Success, Account Management, or customer-facing roles in B2B SaaS environments
3+ years of experience managing and scaling Customer Success teams of 5+ people
Proven track record of developing high-performing teams and driving individual contributor success
Demonstrated success managing strategic accounts with executive-level stakeholders and complex decision-making processes
Strong understanding of SaaS customer lifecycle and experience driving Net Revenue Retention of 110%+
Experience leading quarterly business reviews and strategic planning sessions with C-level executives
Exceptional communication, presentation, and stakeholder management skills
Strategic thinking with ability to balance long-term vision with short-term execution
Consultative, analytical, and highly organized approach with focus on business impact
Experience working in fast-paced, high-growth environments
Comfortable with ambiguity and building processes from the ground up
Willingness to travel 2-3 times per month across North America for customer visits and team meetings
Preferred
Familiarity with the OEM, machinery, or manufacturing industry strongly preferred
Experience with CRM systems like HubSpot or Salesforce and Customer Success platforms
Company
MARKT-PILOT
MARKT-PILOT develops software to optimize machine manufacturers' spare parts business through market-driven pricing.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$49.74MKey Investors
Insight PartnersCapnamic
2024-04-23Series A· $43M
2022-04-07Seed· $6.74M
Recent News
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