Senior Director, Core Product
Addepar
SaltStack
Head of Customer Success
Propel, Inc
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York, Utah
Visit company websiteSalary
💰 $200,000 - $240,000 per year
Job Level
Lead
Tech Stack
SaltStack
About the role
- Drive our client strategy. Partner with CSMs to refine account strategies and ensure we hit ambitious annual growth targets across existing accounts. Design and implement GTM playbooks (pricing, QBRs, etc). Lead on GTM narratives and pitches when launching new products and initiatives.
- Lead a high-performing team. Coach our team of Customer Success Managers (CSMs) as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Support team growth and career development while establishing clear performance standards so team members know when they are exceeding, meeting, or falling short of expectations.
- Align GTM and Stakeholder Priorities. Build strong relationships with Sales, Marketing, Product, and Design teams to deliver results. Advocate for the customer success team’s interests and needs with cross functional partners. Manage and protect the customer success team’s time, bandwidth, and focus.
- Own and scale our systems. Work with Product to identify tools and platform improvements that help scale excellent customer experiences. Work with BizOps and Data to develop practices and processes for analytical problem-solving, insights, and reporting. Build systems to advise customers on campaign setup, optimization, and growth.
- Set the targets. Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance. Partner with BizOps to ensure account-level goals ladder up to ambitious but achievable team targets.
- Drive us forward: Deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Own a 12-month hiring plan to align with segmentation, portfolio balance, and business development pipeline.
Requirements
- A strong product mindset - experience driving alignment across sales, marketing, engineering, and product to deliver results and a willingness to get your hands dirty to understand our internal systems and tools
- 10+ years of customer success, account management, or partnership experience in a high-growth start-up environment
- 5+ years of driving consultative sales experience for a two sided Marketplace product
- 3+ years of experience leading and managing an account management team with varying degrees of experience (junior to senior level)
- A proven self-starter comfortable navigating ambiguity
- Deep knowledge of customer success best practices and experience coaching others
- Existing knowledge or ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics
- A data driven mindset - strong problem-solving and quantitative analytical skills
- Passion for building a business with a strong social mission at the intersection of private and public sectors
