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Director of Customer Success

Company: Network Perception
Location: Chicago
Posted on: May 16, 2022

Job Description:

Job DescriptionAs the Director, Customer Success, you will be responsible for overall success and retention of Network Perceptions clients, which total over 100. As the leader of the Customer Success organization, you will be responsible for building out the team, including attracting and hiring top Customer Success Managers. And as a closer partner to the Implementation and Support teams, you will ensure the customer journey is being executed flawlessly in order to drive adoption, deliver on business outcomes and create raving fans who refer us to others within their organizations (as land and expand is important). Also, the Director, Customer Success position - the first of its kind at Network Perception - is a player/coach role; in addition to leading the Customer Success team, you will take responsibility for managing a book of business, providing you with the ability to personally assess the effectiveness of - and modify as necessary - the Customer Success workflows, roles and responsibilities.What You Will Do

  • Lead the Customer Success team to collaborate with prospective and current customers in order to understand strategic goals and objectives, resulting in increased renewal rates, identified expansion opportunities and decreased churn
  • Contribute the voice of customer throughout Network Perception
  • Lead, grow and energize the Customer Success team
  • Motivate Customer Success Managers to drive engagement and exceed performance goals for each quarter
  • Define operational metrics for the Customer Success organization
  • Partner closely with Sales to maximize the flow of qualified expansion opportunities
  • Partner closely with Implementation and Support in order to accelerate a customers ability to achieve its business outcomes
  • Mentor CSMs on closing renewals and both identifying and qualifying for expansion opportunitiesRequirements
    • 2-3 years experience in a management role within Customer Success at a B2B SaaS company
    • Experience working within a scaling SaaS organization
    • Experience with enterprise accounts
    • Experience owning and performing to an upsell target
    • Ability to move quickly, iterate and wear many hats
    • Excellent written and verbal communication and strong presentation skills
    • Keen ability to multitask and prioritize in a rapidly evolving work environment
    • Ability to transition effortlessly from visionary leader to hands-on executor
    • Experience leveraging Salesforce or another leading CRM to manage out (customers and colleagues), manage up (leadership) and manage yourself.
    • Bachelors Degree
    • Experience with operational technology (OT) networks and their security is desired but not requiredThe Successful Candidate
      • Is good at anticipating and understanding needs by connecting the dots.
      • Is proactive in driving business value for customers.
      • Is commercially oriented; is experienced at setting and achieving financial goals at the team and individual levels.
      • Balances initiative and self-direction with the need to work with and motivate others.
      • Is excited at the prospect of helping to shape an ever-evolving role in a fast growth company.Benefits
        • Full health, vision, dental benefits available on day 1
        • Competitive compensation and equal pay commitment
        • Flexible working hours and locations
        • Continuous professional training
        • Parental and medical leave
        • Adoption assistance
        • Equity

Keywords: Network Perception, Chicago , Director of Customer Success, Executive , Chicago, Illinois

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