As a Director, Customer Success at Seamless.AI, you will be responsible for the success and execution of a team that is managing the health and success of Seamless Mid-Market Accounts. Customer Success Leadership responsibilities include building out a retention & expansion playbook that drives growth and product adoption across the existing Mid-Market business to ensure account retention. In this role, your team will be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.

Responsibilities:

  • Hire, develop and lead an engaged and high-performing team of Mid-Market Customer Success Managers
  • Develop & execute retention & expansion strategy for a Mid-Market Customer Success team
  • Work with the VP of CS  to develop CS goals and targets
  • Set clear expectations based KPIs, CS targets, and specific team objectives
  • Performance manage to ensure targets are achieved or exceeded
  • Monitor performance and provide a regular cadence for feedback to create a collaborative culture and winning team environment
  • Implement one to many strategies to manage large customer category cohorts
  • Communicate between executive leadership, customer success, and sales to ensure alignment of all processes and KPIs
  • Inspire, motivate, and foster personal and career development of team members
  • Learn and adapt quickly to new features or updates to existing product
  • Utilize critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, hyper-growth environment
  • Provide market feedback on customer needs, evolving market trends, competitive insights, etc.
  • Leverage existing sales tools and identify new ones to drive efficiency and effectiveness while implementing best practices

 

Skillset:

  • Expertise in a variety of Customer Success & Sales concepts, practices, training, and procedures
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Outstanding communication and interpersonal skills
  • Excellent listening and writing skills
  • Demonstrated ability to synthesize information to see the big picture while effectively managing detail
  • Tech-savvy and fast-learner, with a real passion for Technology
  • Extraordinary communication and negotiation skills
  • Able to prioritize shifting workloads and responsibilities effectively

Education and Requirements:

  • 5+ years of experience in a fast-paced Customer Success & Sales environment, including experience successfully leading teams of 7+ Customer Success & Sales professionals
  • Experience building out retention & expansion playbooks to manage large cohorts of customers while ensuring the health of our Mid-Market customer base
  • Experience rolling out a set of KPIs and goals for a CS & Sales Team
  • Proven track record of meeting and exceeding CS & Sales targets
  • Prior experience leading remotely a plus
  • Bachelor’s degree in sales, marketing, business, or related field
  • Experience with Salesforce, Salesloft, Google Sheets, and other technology preferred
  • Experience in B2B SaaS with martech/salestech software/buyers (ex. CMO’s, sales ops, marketing ops, etc.) preferred
  • Strong leadership, management, and communication skills are essential for success in this position.

 

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