Senior Director, Customer Success
Euna Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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Job Level
About the role
- Develop and implement strategies to enhance the overall customer experience, ensuring customer satisfaction, retention, and growth
- Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals
- Collaborate with cross-functional teams, including product development, sales, marketing, and support, to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values
- Own and evolve all Customer Success related processes and tools
- Drive efficiencies through tech-touch, including the use of Artificial Intelligence
- Reconcile revenue and churn records from Customer Success with finance monthly
- Monitor and report on key performance metrics related to customer experience, identifying areas for improvement, and taking corrective action where necessary
- Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes
- Approve team expenses
- Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation
- Foster a culture of customer-centricity across the organization, promoting a customer-first mindset and ensuring that all employees understand the importance of delivering an exceptional customer experience
- Work closely with the CCO and Support to develop and implement customer success and support strategies that align with the organization's goals and values
- Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications
- Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk
Requirements
- Bachelor's degree in business, communications, computer science, or related field
- 7+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role
- Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention
- Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors
- Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence to optimize the customer experience and the business
- Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels of the organization
- Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention
- Experience working in a software or technology company is preferred
- 5+ years of experience working with public sector customers in a B2B SaaS environment
- Proven track record of leading successful customer success/support strategies and teams
- Experience in a startup or fast-paced environment
- Negotiation skills.
Benefits
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible work day
- Health and dental benefits
- Culture committee
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experiencecustomer successautomationArtificial Intelligencebudget managementmarket researchperformance metricsdata analysisB2B SaaSdigital Customer Success
Soft Skills
leadershipmanagementcommunicationanalytical skillsnegotiationcoachingcollaborationcustomer-centricitystrategic thinkingproblem-solving
Certifications
Bachelor's degree