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Company

Magnet Forensics · 2 days ago

Director of Customer Success

United States

Full-time

Remote

Director/Executive

$160K/yr - $240K/yr

10+ years exp

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Responsibilities

Develop and execute a comprehensive customer success strategy that aligns with company goals and enhances customer satisfaction and retention.

Agility and flexibility are essential in this role. Our business is growing and changing quickly though the introduction of new products and business models. Leading the customer success team through change and adapting as needs of the company evolve will be critical to success.

Lead, mentor, and grow the customer success team, setting clear objectives and fostering a collaborative environment.

Build strong relationships with key clients, acting as a trusted advisor to understand their needs and challenges.

Define and track key performance indicators (KPIs) to measure customer success, health, and satisfaction to analyze our customer needs and deliver data-driven insights to key stakeholders to enhance the customer experience.

Oversee the onboarding process to ensure a seamless experience for new clients, including training and support resources.

Establish processes for gathering customer feedback and insights, using this data to develop and implement innovative strategies to address customer input and improve satisfaction and retention.

Work closely with sales, product, and marketing teams to ensure alignment and a unified approach to customer success.

Address and resolve customer issues and escalations promptly, ensuring high levels of customer satisfaction.

Partner with Product, Engineering, Support, Sales, and other functions to advocate on behalf of client needs and collaborate on cross-functional solutions to strive for optimal customer experience that will enable growth.

Stay informed about industry trends and best practices in customer success to continuously enhance strategies and processes.

Qualification

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Customer SuccessStrategic ThinkingChange ManagementPerformance MetricsOnboarding & TrainingCross-Functional CollaborationGainsight CSPXSoftware adoptionEmpathy in Customer Success Management

Required

Bachelor’s degree in business, marketing, or a related field; MBA preferred.

10+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.

Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices.

Successful record of accomplishment building empathic CSM teams that are customer-first and drive successful customer experiences.

Demonstrated ability to lead CSMs and successfully manage global, distributed teams across cultures, lines of business, and geographies.

Experience with full customer journey, from new product idea and initial launch to growth, scale, and maturation.

Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs.

Experience successfully working with senior (C-level) executives.

Excellent communicator in-person, on the phone, through email and over web presentations.

Strategic thinker with the ability to respond quickly in front of customers.

Strong organizational skills with keen attention to details.

Deeply analytical (with emphasis on Gainsight CS and PX): use frameworks, data, and analytical tools to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.

Experience working with cross functional teams.