Director of Customer Success
Remote - North America
Customer Experience – Customer Success Team /
Full-time /
Remote
Director of Customer Success
CaptivateIQ is looking for a Director of Customer Success to lead one of the key departments within our Customer Experience organization. You'll report to the SVP of Customer Experience and support the team focused on customer success, renewals, and upsells. This role is critical to ensuring our customers realize the full value of our solutions, leading to strong retention and expansion.
You will help your team evolve strategically and partner cross-functionally in a way that maximizes our customers' value from the CaptivateIQ platform. You have previous people management, strategic planning, and customer relationship experience to lead and inspire an accomplished team of customer success team members.
Customer Success:
- Analyze customer health metrics, conduct regular business reviews, and proactively address any issues to reduce churn.
- Own customer retention, renewals, and upsell strategies to achieve revenue targets.
- Implement and refine processes and systems to improve team efficiency, customer communication, and overall customer experience.
- Segment customers effectively to tailor engagement strategies for SMB, mid-market, and enterprise segments.
- Establish and optimize customer journey maps to ensure seamless onboarding, adoption, and renewal processes.
- Ensure attainment of core KPIs - CSAT, NDR, GRR, employee NPS.
- Build and maintain strong relationships with key stakeholders within customer organizations.
Strategic Vision
- Lead the strategy and vision for the Customer Success function, partnering with the SVP of CX and the CS leadership team to align the team’s direction with the broader mission of the Customer Experience Group.
- Leverage customer feedback to drive continuous improvement in our product and service offerings.
- Define an expansion motion that allows the team to identify upsell opportunities and ensure customers are aware of new features and enhancements.
- Provide insights to the product team to inform product development based on customer feedback and usage data.
- Collaborate with the marketing team to develop customer advocacy programs and case studies.
- Act as the voice of the customer within the organization, advocating for their needs and driving customer-centric initiatives.
People Management:
- Lead, mentor, and develop a team of 25 Customer Success professionals, fostering a high-performance culture.
- Set career objectives with the managers and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies.
- Drive employee engagement and professional development, including identifying training needs and career progression opportunities.
- Partner with SVP to inform KPIs and compensation strategy that accomplishes core business metrics and margin targets.
Requirements:
- 8+ years of experience in Customer Success, Account Management, or a related field.
- 5+ years in a leadership role and 2+ years of experience managing front line managers.
- Proven track record of managing and scaling Customer Success teams, preferably in a SaaS or technology company.
- Demonstrated success in driving customer retention, renewals, and upsells across diverse customer segments (SMB, mid-market, enterprise).
- Demonstrable success in thinking strategically and executing tactically, while providing consistent and high levels of customer satisfaction.
- Approach all situations with empathy and curiosity, inspiring others and bringing out the best in them.
- Strong track record of cross functional partnership.
- Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers across your team.
- Live the core CaptivateIQ values. Be a team player with the highest level of integrity.
Bonus Points:
- Prior experience in any of the following capacities: Commissions, Finance, Consulting, and Accounting - is a plus, but not required.
- Experience leading Customer Education teams - is a plus, but not required.
- Proficiency with common CS systems - e.g. Salesforce, Netsuite, MonetizeNow, Gainsight/ChurnZero
Benefits:
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- One time work from home stipend & annual stipends for professional development and caretaking
- Virtual team lunches to keep you connected
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
Notice to Prospective Candidates:
- Only emails from @captivateiq.com should be trusted.
- We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
- Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
- Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
- Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
- Ask candidates to make a payment in order to be considered for a position.
- Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
- Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.
$194,000 - $282,500 a year
CaptivateIQ takes a market-based approach to pay, and the base salary range for this job posting shows the minimum and maximum target starting base salary across all US locations. The successful candidate’s starting base salary will be determined based on the candidate’s job-related skills, relevant experience, education, work location, market conditions, and other factors. This range may be modified in the future. Certain positions may be eligible for incentive compensation, equity, and other benefits.
CaptivateIQ participates in E-Verify, web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States
