Sr. Director of Customer Success

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Sr. Director of Customer Success

@ SchoolMint

  • Manage, grow, professionally develop, and mentor an existing Customer Success team
  • Provide the vision and direction of customer success (Support & Professional Services) strategy and processes with innovation and creativity
  • Oversee CS P&L, Enable and accelerate profitable revenue growth through:
    • Increasing renewal rates and reducing churn
    • Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Build and lead world-class team:
    • Recruit and develop a high performing team
    • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
    • Foster collaboration within the CS teams and across customers
    • Drive operational practices to track performance of teams and individuals
  • Drive continuous improvement and champion positive change to implement industry best practices, strategies and processes
  • Partner with the Engineering, Product, Marketing, and Sales to ensure positive customer outcomes
  • Seamlessly deliver multiple projects and initiatives simultaneously
  • Work closely with the Sales teams to develop success strategies and customer growth plans
  • Develop and nurture long-term relationships with high-yield customers
  • Contribute thought leadership and best practice, both internally and externally, around operational efficiencies. Collect feedback to provide our Development organization with product enhancement information
  • Ensure customer issues are resolved quickly, leveraging resources from across SchoolMint as needed
  • Manage operational components for renewals, customer satisfaction, and premier support engagement
  • Provide executive project oversight and client communication
  • Hire world-class talent and manage performance to ensure career growth opportunities
  • Maintain, develop and execute key performance metrics to ensure high customer satisfaction and low attrition rates


Qualifications:

  • Bachelor's degree in a related field. MBA or Masters is a plus
  • 6+ years of experience in enterprise customer success and account management with proven experience in building and leading a Customer Success team
  • 6 years experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • 3+ years experience leading managers of teams in a SaaS or subscription enterprise software company
  • Experience overseeing a department-level P&L and revenue goal
  • Enthusiastic and inspiring people management skills
  • Excellent project management, organization, and communication skills
  • Data-driven with deep experience with business analytics
  • Highly tactical with thoughtful action to drive high-performance results
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Subject matter expertise in education technology is a plus
  • Experience using Salesforce, Totango/ChurnZero a plus


How to Apply:

Apply online at https://boards.greenhouse.io/schoolmint

Visit Site to Apply

Location: Lafayette, LA
Date Posted: August 12, 2021
Application Deadline: October 13, 2021