Customer Success Director

4 days ago

Perth, Western Australia beBeeLeadership Full time $145,000 - $183,000

Job Overview

The Customer Success Director plays a pivotal role in driving customer-centric vision and delivering exceptional experiences throughout the entire customer lifecycle.

This leadership position requires a strategic thinker with a passion for customer success, a proven track record of building and leading high-performing teams, and deep experience in the SaaS industry.

Key Responsibilities

  • Lead, mentor, and inspire a team of CS professionals, including Presales, Implementation, Account Management, and Technical Solutions leads and CSMs.
  • Develop, implement, and continuously optimise customer success processes, playbooks, and methodologies across all CS functions in collaboration with Function Leads.
  • Build and maintain strong relationships with key stakeholders in Sales, Marketing, Product, Engineering, and Support to ensure seamless communication and collaboration between teams.
  • Establish and track key performance indicators (KPIs) for the CS team, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health scores, implementation success rates, time-to-value, referral generation, and Customer Satisfaction (CSAT).
  • Manage resource allocation effectively to support team growth and strategic initiatives.
  • Oversee the expansion of the CS team into new regions and markets, ensuring consistent service delivery and customer success practices across all locations.

Requirements and Qualifications

  • 9+ years of experience in B2B Enterprise Sales.
  • 5+ years of experience in a sales management role.
  • Minimum of 8-10 years of progressive experience in customer success leadership roles within a SaaS environment.
  • Proven track record of building and scaling high-performing CS teams.
  • Exceptional communication, negotiation, and presentation skills, with the ability to engage and influence stakeholders at all levels.
  • Bachelor's degree in Business, Engineering, or a related field.

Benefits

Opportunity to build and lead a high-performing CS team, drive customer success, and contribute to business growth.

Collaborative and dynamic work environment with opportunities for professional development and growth.

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