Director, Customer Success
Wolters Kluwer
Customer Success Area Lead – FINS
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: New York City • Illinois, New York, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $145,200 - $199,700 per year
Job Level
Senior
About the role
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
- Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
- Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
- Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
- Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
- Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
- Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
- Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
- Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholders.
Requirements
- 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
- Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
- Capable to navigate complicated discussions, handle objections, and drive alignment.
- Expertise in at least one line of business (LoB) or specific industry sector, preferably FINS (financial).
- An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceCustomer Success Scoresdata analysiscustomer retention strategiessuccess plan developmentinvestment program managementbusiness review coordinationmetrics evaluationcustomer adoption improvement
Soft skills
collaborationrelationship buildingcommunicationstrategic prioritizationproblem-solvingnegotiationstakeholder managementtrusted advisorobjection handling
