Content Conspiracy

Senior Director, Scaled Customer Success

Content Conspiracy

full-time

Posted on:

Origin:  • 🇺🇸 United States • Colorado

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Salary

💰 $177,288 - $221,610 per year

Job Level

Senior

Tech Stack

CloudCyber SecuritySFDC

About the role

  • Defining and driving the strategic vision for the scaled customer success program, ensuring alignment with overall business goals and a focus on customers under $250K in revenue.
  • Designing and executing a world-class scaled success model, leveraging digital and automated strategies, including a pooled team of contractors.
  • Leading, building, and developing a high-impact team of contractors executing “CSM lite” motions focusing on recruitment, onboarding, and continuous development to ensure they operate with urgency and drive measurable results. Oversight & management of the outsourced teams.
  • Implementing a comprehensive digital strategy for the customer journey, from a digital onboarding experience to proactive engagement based on customer segmentation and risk profiles.
  • Design, build and roll out of various plays required to drive success & renewal (including support of out quarter risk forecasting) in the scaled space.
  • Partnership with key stakeholder groups across Ping including Training, User Documentation and Community to ensure cohesive scaled customer experience strategy across required functions.
  • Design, build, and deliver a comprehensive scaled success strategy inclusive of scaled resource engagement, guided digital journey, and the measurement of success across each milestone.
  • Establishing and analyzing key performance indicators (OKRs, KPIs) and other metrics to effectively measure the success of the scaled customer base including renewals, health scores, and growth.
  • Driving business value by enabling customers to achieve desired outcomes and maximizing value realization across the platform, contributing to increased revenue and retention.
  • Fostering a customer-first culture across the organization and maintaining robust cross-functional partnerships to ensure alignment on customer needs.
  • Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, while continuously testing and improving tactics.
  • Acting as a key advisor for product adoption and identifying potential risks by staying informed about Ping's release schedules.
  • Managing team operations, including cross-functional team management, compensation, and team structure decisions.

Requirements

  • A minimum of 10 years of experience in Customer Success, Onboarding, or Professional Services, with at least 5 years in a leadership capacity at a high-growth SaaS organization.
  • Proven expertise in managing and scaling customer success programs, with a focus on digital and automated engagement models.
  • Experience in recruiting, developing, and leading a high-impact team of pooled success managers or contracted success management resources.
  • Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders.
  • High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members.
  • A deep understanding of software businesses, with knowledge of both the subscription and renewal models.
  • Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
  • Business development knowledge and, ideally, experience growing a business.
  • A strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
  • Advanced business experience and the ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
  • Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
  • A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
  • The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers.
  • A strong combination of technical and leadership skills.
  • A naturally curious and proactive approach to uncovering adoption blockers and risks.
  • Experience with Salesforce.com, Gainsight, or equivalent CRM systems.
  • Solid technical understanding of Cloud Solutions.