Senior Director, Customer SuccessRole has been filled by a talented individual

The Role

The Senior Director of Customer Success will be responsible for leading our Success and Advocacy teams. In this role, you will be responsible for growing revenue across our strategic key accounts and improve net retention across the entire CallRail customer base.

 

What You'll Do 

  • Set the overall vision and strategic plan for the Success Management team, focusing on driving product adoption, leading a positive customer experience, and driving growth through increased product usage and new product adoption.
  • Drive customer outcomes, product adoption and customer experience
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Build and lead world-class team:
    • Recruit and develop a high performing team
    • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Support, Product/Engineering, etc)
    • Foster collaboration within the CallRail team and across customers
    • Drive operational practices to track performance of teams and individuals
  • Work closely with the sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores in CallRail customer base.
  • Reduce churn and drive new business growth through greater advocacy and reference-ability
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Partner with Support leadership to address escalated customer issues with speed and urgency, orchestrating resources across the company when appropriate
  • Create cadence for review metric results within the team
  • Be an expert in digital marketing trends, stay informed of digital marketing news, emerging technologies and competitor offerings.

Desired Skills and Experience 

  • Four-year college degree (BA/BS) or equivalent experience
  • 6+ years SaaS Account Management
  • 4+ years in Customer Success leadership experience
  • Strong management and business skills
  • Possess excellent organization skills with a strong focus on attention to detail
  • Ability to perform in a fast-paced work environment
  • Excellent communication and presentation skills along with content development skills
  • Proven ability to collaborate and build strong relationships with executives
  • Excellent verbal and written communication skills

Success in the role will be measured by:

  • Revenue growth and retention
  • Customer satisfaction
  • Customer Retention

 

Additional Perks

  • 100% paid medical insurance for employees
  • HSA match
  • 401(k) match
  • Charitable giving match
  • Flexible PTO Policy
  • Continuing Education benefit
  • Stock Options
  • Generous parental leave policy
  • Home office stipend (2020)
  • Commuter benefits

Learn more: https://www.callrail.com/about/