Director Customer Success

Description Glassdoor believes in putting the customer at the center of everything we do.  Within the Customer Success organization, our goal is to enable customers to achieve their recruiting and employer branding goals and have the best possible experience working with Glassdoor's products.  We are seeking a leader who will drive and evolve our customer success function, defining how we can deliver the type of exceptional customer experiences that drive customer retention and growth. As Director, Customer Success, you will have responsibility for defining the service motion for a number of key customer segments and leading the teams that execute that motion to service our customers.   This could be a job you love, if: You're passionate about building a world-class Customer Success organization.  You have the drive and smarts needed to assemble the processes, tools, metrics, people and culture needed to deliver exceptional performance You like strategy and operations.  You are just as easily engaged when you are relied on to be a strategic leader and maintain a 10,000 ft view, to when you are asked to work alongside the front-line team to dig into a specific issue. You are a systems thinker.  You break apart complex problems, think holistically about the customer journey and understand the mechanics of building processes, workflow and tooling ready to scale You're a relationship-builder.  You're strong at developing partnerships and collaborating effectively with others You love to develop others.  You invest deeply in your team and take great pride in coaching others to see them grow professionally. You are an outstanding communicator.  You listen intently and communicate clearly You are curious and entrepreneurial.  You are willing to try something new in order to learn and adapt.  Change doesn't scare you - the absence of change scares you As Director, Global Customer Success, you will: Define and implement the target service motion for a number of key client segments (including SMB), owning the customer journey for each client segment that you lead Inspire and lead a team of 30+ CSMs and CSM managers to deliver exceptional customer experiences Develop and deploy strategies, action plans and playbooks to improve the customer experience (NPS), increase customer retention and enable account growth Drive operational improvements which streamline processes, leverage automation and enable scale (particularly for SMB client management) Define, monitor and manage key performance indicators for the teams you lead Attract and retain top talent; manage and develop a high caliber team Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer success organization Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success organization, including Sales, Product, Marketing, Channel and Sales Operations Understand market trends and keep up-to-date with the latest developments, trends and technology impacting our function and industry Required Qualifications: 10+ years of progressive Customer Success / Account Management experience in a customer-facing organization; and 7+ years in a leadership/management role in a B2B environment Significant prior experience defining and implementing strategy for a customer facing team Demonstrated track record leading major projects or transformation initiatives, particularly those linked to the customer journey and improving the customer experience Knowledge and expertise working with Salesforce, Salesforce Service Cloud and Gainsight strongly preferred Prior experience working with performance media / CPC products highly beneficial Prior experience working in talent acquisition and related industries advantageous but not required MBA degree strongly preferred
Salary Range: NA
Minimum Qualification
11 - 15 years

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