Director, Customer Success Management
Otelier
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $113,550 - $167,000 per year
Job Level
About the role
- Provide visionary leadership to the Customer Success Management team, setting the strategic direction and guiding the team towards achieving exceptional client outcomes.
- Develop and communicate a clear vision for customer success within the context of the company's overall goals and objectives.
- Foster a collaborative and innovative environment that empowers team members to excel and deliver outstanding results.
- Develop a customer engagement model and customer coverage plan to support the demands of the business.
- Lead high-stakes client interactions, resolving complex issues and demonstrating the company's commitment to client success.
- Develop and execute comprehensive strategic plans that drive client satisfaction, adoption, retention, and expansion, aligning with broader company objectives.
- Manage Renewal strategy and ensure timely renewals.
- Serve as the voice of the customer within the organization, advocating for client needs and preferences.
- Collaborate closely with Product Management to provide valuable insights for product development and enhancements.
- Leverage client feedback to influence the continuous improvement of the company's offerings and services.
- Define, monitor, and measure key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth.
- Develop sophisticated reporting mechanisms to provide senior leadership with clear insights into client success performance and trends.
- Utilize data-driven insights to inform strategic adjustments and initiatives.
- Lead the resolution of escalated client issues and challenging situations, ensuring prompt and effective resolution.
- Demonstrate an unwavering commitment to client satisfaction, upholding the company's reputation for exceptional service.
- Recruit, develop, and retain top-tier Customer Success Managers, fostering a culture of excellence and continuous improvement.
- Collaborate seamlessly with Sales, Marketing, Product, and Support teams to ensure a cohesive client experience.
Requirements
- Bachelor's degree or equivalent experience.
- Minimum 3 years of progressive experience in Client Success, Account Management, or related roles within the SaaS industry.
- Deep understanding of the SaaS landscape, market trends, and client needs.
- Hotel industry experience a plus.
- Exceptional communication, negotiation, and strategic thinking skills.
- Strong analytical abilities, comfortable working with data-driven insights and metrics.
- Ability to navigate complex situations, make strategic decisions, and inspire teams under pressure.
- Exceptional interpersonal skills, fostering trust and building impactful relationships both internally and externally.
- Exceptional leadership and team management skills, with a track record of developing and mentoring high-performing teams.
Benefits
- Fully remote work.
- 401k Plan (Traditional & Roth) with company match.
- Flexible PTO policy to refresh & recharge.
- Comprehensive Medical, Dental & Vision plans for you and your dependents.
- Paid parental leave when expanding your family.
- Additional company paid benefits, such as LTD, STD, and life insurance to give you peace of mind for life’s unexpected moments.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
strategic planningcustomer engagement modelkey performance indicators (KPIs)data-driven insightsreporting mechanismsclient satisfaction metricsrenewal strategyclient retention strategiesSaaS industry knowledgeaccount management
Soft Skills
leadershipcommunicationnegotiationstrategic thinkinganalytical abilitiesinterpersonal skillsteam managementcollaborationproblem-solvingmentoring
Certifications
Bachelor's degree