Customer Success Director

7 days ago

Melbourne, Victoria, Australia beBeeDirector Full time $180,000 - $200,000
Job Title: Customer Success Director

We are seeking an experienced Customer Success Director to join our team. The ideal candidate will have a proven track record of driving customer success and exceeding performance targets.

  • Account Management: Oversee account ratios and team structures to achieve retention targets.
  • Business Ownership: Be fully accountable for every aspect of the business as if you truly owned this business.
  • Data Integrity: Maintain accuracy of SFDC and Gainsight data and data integrity across any other repository or platform.
  • Meetings and Culture: Run effective meetings and help create a culture of accountability within your organisation.
  • Negotiations: Manage and take accountability for negotiated non-standard contractual terms and conditions.
  • Performance Management: Determine key performance indicators and manage your team against these to ensure healthy activity that will lead to desirable performance outcomes.
  • Forecasting: Strive for accurate forecasting and consistently communicate results to leadership.
Key Responsibilities:

The successful candidate will be responsible for:

  • Be a trusted partner to Customer Success and Sales leadership.
  • Partner effectively and cross-functionally with teams supporting this customer segment (Customer Success CoE, RSO, Product, People Ops, Enablement, etc.) and be a voice for our customer base.
  • Provide input on strategic decisions and advocate for necessary changes to improve performance in this segment.
  • Review and reflect on churn experienced in this region, and advocate for changes across cross-functional internal stakeholders to address those challenges/opportunities.
Leadership Experience:

We are looking for someone with:

  • A track record of exceeding performance targets as a commercial leader, including Customer Success or Sales.
  • Experience in complex negotiations and managing a large volume of accounts.
  • An understanding of a SaaS sales and renewal cycle - forecasting, communicating, negotiating, closing.
  • Demonstrable experience leading large, dispersed teams at a global level.
  • Strong analytical skills and ability to draw insights from macro and micro datasets.
  • Strong interpersonal and communication skillset; in addition, must have the ability to synthesize complex business challenges and create clear solutions and messages for audiences at various levels.

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