Convr

Director/VP of Customer Success

Convr

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois, New Jersey, New York, Ohio • 🇺🇸 United States

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Salary

💰 $175,000 per year

Job Level

Lead

About the role

  • Rapidly build rapport with new and existing customers to drive fast time to value and maximize retention.
  • Develop strategies for customer retention and partner with cross-functional teams to prioritize and implement.
  • Help to create a company-wide culture of Customer Success partnering closely with Business Development, Marketing, and Product teams.
  • Provide customer feedback related to the product experience to BD, Marketing, Engineering and Product.
  • Develop clear metrics for customer success.
  • Develop and implement a comprehensive customer support strategy aligned with the company’s overall business objectives.
  • Optimize customer support processes and workflows to improve efficiency and reduce response times.
  • Analyze customer support data to identify trends and opportunities for improvement.
  • Manage the customer experience team resources.
  • Drive and foster a high performing team with high engagement.
  • Manage and prioritize customer backlog.
  • Achieve Renewal, Renewal Lift, Add-on Expansion ARR Targets in conjunction with BD.

Requirements

  • 10+ years of experience delivering professional services to enterprise and strategic customers in a B2B SaaS environment
  • 3+ years leading high-performing teams, demonstrating strong leadership and decision-making abilities
  • Proven track record of hiring, developing, and managing top-tier talent
  • Effective communication and listening skills, both internally and externally
  • Data-driven approach to customer success, value realization, and renewals
  • Empathy and customer advocacy to understand and address customer needs
  • Cross-functional collaboration with sales, product, and other teams
  • SaaS product expertise and experience working with related technologies
  • Post-sales leadership experience, including customer success and support
  • Ability to drive action and accountability within the team
  • Metrics-driven approach to setting and achieving goals
  • Proven ability to retain and grow enterprise customers
  • Flexibility to adapt to changing needs and challenges.
Benefits
  • Remote work opportunities
  • Flexible Paid Time Off
  • Company Paid Holidays
  • Insurance Coverage (medical, dental, vision, short-term & long-term disability, life insurance, and accident coverage)
  • 401K
  • Paid Parental Leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B SaaScustomer support strategydata analysismetrics developmentcustomer retention strategiescustomer experience managementprocess optimizationcustomer feedback analysisrenewal managementARR targets
Soft skills
leadershipcommunicationcollaborationempathycustomer advocacydecision-makingflexibilityteam engagementaction orientationlistening