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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