Cruit Group Hiring for Senior Director of Customer Success at United States Full Time

We are partnered with a fast-growing startup in the publishing space seeking a Senior Director of Customer Success to spearhead the transformation of their customer support and coaching program into a scalable, SaaS-based product. The successful candidate will be crucial in driving departmental transformation and enhancing the overall customer journey with an emphasis on automation, tracking, self-service, and coaching/support services.

Responsibilities:

• Set the overall vision and strategy for the Account Management organization to drive product adoption, improve customer experience, and achieve growth through gross renewals and net retention.
• Enhance the coaching and support department to meet growing demands while maintaining high customer satisfaction levels.
• Influence future lifetime value by increasing product adoption, improving customer satisfaction scores, and enhancing overall customer health.
• Deliver transformational leadership to ensuring the team is highly motivated, engaged, and aligned with the organization’s mission and vision.
• Address escalated client issues with speed and urgency
• Collaborate with sales and marketing to refine upsell and cross-sell strategies to improve ROI and customer value.
• Design and implement compensation plans that drive the customer success team towards achieving customer and business objectives
• Deploy automated, self-service technology solutions to improve operational efficiency
• Work closely with Product, Sales, and Marketing teams to ensure seamless integration of SaaS and Coaching products into the customer lifecycle
• Leverage data and customer insights to continually refine and optimize customer success strategies and processes
• Implement and manage Customer Success Management (CSM) tracking tools like ChurnZero, Vitally, and Gainsight to monitor customer health and reduce churn effectively

Qualifications:

• Demonstrated experience in managing teams within a SaaS or subscription-based software environment, showcasing a proven track record in leadership and strategic growth
• Proven ability to develop strategic initiatives from concept through to successful execution and delivery, ensuring alignment with organizational goals
• Strong leadership presence and the ability to inspire and motivate both leaders and teams, underpinned by exceptional communication and interpersonal skills
• Demonstrated excellence in operational management, including analytical thinking, process development and improvement, problem-solving, communication, delegation, and strategic planning
• Commitment to the organization’s values, with a consistent approach to leadership and decision-making aligned with these principles
• Ability to lead and collaborate effectively with cross-functional teams across Product, Sales, and Marketing to achieve shared objectives and foster a unified approach to customer success
• Technical proficiency with customer success platforms such as Intercom, Zendesk, ChurnZero, and Gainsight
• Capable of articulating complex strategies and engaging with executive leadership to drive alignment and organizational success

Highlights:

• Competitive Compensation and Growth Opportunities
• Comprehensive Benefits Package
• Work-life balance: 100% remote
• Generous PTO