Simpson Strong-Tie

Customer Success Manager

• Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth
• Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department
• Align the team's goals with business objectives, ensuring that customer success is a core part of the company’s growth strategy
• Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey from pre-sale to post-sale, and ensure customer feedback is integrated into product roadmaps
• Partner with Sales to identify and support upsell opportunities and renewals, working closely with Account Management to meet revenue targets
• Establish and monitor performance metrics (customer health scores, renewal rates, churn rates) to optimize processes and continuously improve the customer experience
• Leverage training programs to address common customer challenges, improve product adoption, and reduce churn
• Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings
• Ensure the customer training programs are aligned with customer needs, providing resources like webinars, tutorials, and documentation to enhance customer knowledge
• Oversee the customer onboarding process, ensuring customers quickly realize value from the software
• Integrate training initiatives into onboarding to help customers effectively adopt the software
• Cultivate relationships with key customers and serve as a senior escalation point for any customer issues, ensuring timely resolution.

Director, Customer Success