Customer Success Director
As the Customer Success Director, you will report directly to the Head of Customer Success carrying 2 - 5 Enterprise accounts, working closely with key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes from our products and services. You will be a player-coach, directly managing 1-2 CSMs to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers' needs. You will be the executive point of escalation and engagement for your CSMs accounts.
Your team:
Your initial focus will be to ramp up product knowledge and take on a portfolio of accounts before taking on the growth and development of the team.
Responsibilities and tasks:
- Own the retention and expansion of your designated accounts.
- Contribute to developing the customer success strategy that puts your customers' needs and goals at the centre of everything we do to drive revenue and market share through upsell, cross sell and customer growth.
- Establish and maintain a culture of mutual accountability between the Customer Success team and customers.
- Advocate for our customers' needs and rally resources to support them when needed.
- Work directly with 1 - 2 Customer Success Managers to identify risks and opportunities within their accounts and coach them to address.
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
- Work closely with the sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams that are aligned with our customers' needs and goals to increase ROI.
- Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey
- Continuous operational improvement: Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function, such as implementing new processes or methodologies, streamlining workflows, or optimising resource allocation.
Qualifications
What You Need to Succeed at BlueOptima:
- 5+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences
- Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry
- Experience working with enterprise-level customers, and a proven ability to build and maintain strong relationships with key stakeholders
- Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies
- Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement
- Ability to work in a fast-paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously
Good to have
- Experience in software development or related technical fields to become a trusted advisor to our client’s senior management
- Successfully planned and delivered cross-selling and expansion strategies
Additional Information
Why join our team?
Culture and Growth:
- Global team with a creative, innovative and welcoming mindset
- Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success
- Freedom to create your own success story in a high performance environment.
- Training programs and Personal Development Plans for each employee
Benefits:
- 32 days of holidays (including bank holidays)
- Annual Leave purchase (up to 10 extra days)
- Work from Home Equipment allowance
- Flexible Work from Home - 2 days remote a week, 3 days in office
- Flexible Work from Long Distance - 4 weeks a year
- 12 Weeks Paid Maternity and Paternity Leave
- Pet friendly office
- Sponsored Learning Opportunities
- Cycle2work scheme
- Team Socials
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!