Senior Director, Customer Success

We are seeking a dynamic and strategic Senior Director, Customer Success, to lead our Global Customer Success team (NAMER, APAC and EMEA). The ideal candidate is a visionary, Customer Success leader in the HR and/or L&D space, with a passion for customer satisfaction, retention, and driving customer value throughout their journey with our solution. You will be responsible for leading a high-performing Customer Success team, defining customer success strategies, and collaborating cross-functionally to ensure the success of our customers. We are open to candidates in the Pacific time zone of the US or East Coast Australia.

Key Responsibilities:

• Develop and execute a customer success strategy that aligns with the company's overall business goals and drives customer satisfaction, retention, and revenue growth.
• Build, mentor, and manage a team of customer success professionals, fostering a customer-centric culture that prioritizes excellence in customer interactions.
• This role currently has 5 Manager-level direct reports (team of 20 ) and as such, the Senior Director, CS must have experience in managing Managers.
• Collaborate closely with sales, marketing, and product teams to ensure a seamless customer journey, aligning strategies for customer acquisition, onboarding, adoption, and expansion.
• Utilize data-driven insights to make informed decisions about resource allocation, customer health assessments, and strategic initiatives.
• Champion customer advocacy within the organization, ensuring that customer feedback is heard and integrated into product and service development.
• Oversee crisis management and escalations, resolving complex customer issues while maintaining a customer-focused approach.
• Identify broad opportunities for account expansion, upselling, and cross-selling, working closely with sales teams to drive revenue growth.
• Stay abreast of industry trends, best practices, and emerging technologies in L&D and HR technology to drive innovation within the team.
• Represent the company at industry events, conferences, and customer advisory boards to enhance brand recognition and gather customer insights.
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.

Qualifications:

• 7 years of experience in global Customer Success leadership roles (and experience in managing Managers) within the SaaS industry, preferably in HR and/or Education technology.
• Must be located on the West Coast, USA or East Coast, AUS.
• Experience running a 20 person Customer Success team who owns renewals (upsell experience is preferred).
• Proven track record of building and leading successful customer success teams, driving customer satisfaction, retention, and revenue growth.
• Excellent interpersonal, communication, and presentation skills with the ability to interact with customers, internal teams, and executive leadership.
• Strong data analysis skills and experience using customer success metrics to make informed decisions.
• Strategic thinker with the ability to translate vision into actionable plans and initiatives.
• Proficiency in CRM and customer success software tools.
• Exceptional problem-solving and crisis management skills.
• Enthusiasm for innovation and the ability to adapt in a rapidly evolving technology landscape.

KPIs You'll Be Responsible For:

• GRR
• NRR
• CSAT
• Employee Engagement
• Activation (shared organizational goal)
• Staying in-line with Customer Success's annual budget

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.

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