Director Customer Success Job Description Template
Our company is looking for a Director Customer Success to join our team.
Responsibilities:
- Interact with and become a trusted advisor to key accounts;
- Analyze customer data to improve customer experience;
- Maintain 100%renewal rates by driving overall value with the customer;
- Minimize customer churn and increase product “stickiness”
- Work cross-functionally to maximize customer value;
- Identify trends in the market and build out programs as needed;
- Sustain business growth and profitability by maximizing value across defined segments;
- Define the operational metrics for Customer Success that ensures the organization understands the overall health of the customer;
- Developing and managing a portfolio of clients;
- Engage with, enable, challenge and mentor all members of the CS team;
- Recruit high potential team members that will challenge the “status quo” and initiate change throughout Ally to better the customer experience.
Requirements:
- Excellent communication and interpersonal skills;
- Highly organised and able to handle multiple simultaneous, high-priority initiatives;
- A high degree of customer and employee obsession;
- Self-driven and proactive nature;
- Demonstrated leadership qualities;
- Proven ability to build programs at scale;
- College degree or 5+ years of equivalent experience;
- Demonstrated ability to define and implement programs driving net-retention and customer satisfaction.