Director of Customer Success

Chicago, IL, United States

Global Leader in Safety Science, security and sustainability is seeking a Director to build a Customer Success team. The Director Software Sales - Customer Success, leads the Customer Success function globally for the Software and Advisory business. This role sets the overall vision and strategic plan for the Customer Success organization, including Solution Architects, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements. Responsibilities include client management and the development of initiatives and campaigns to identify revenue-generating and marketing opportunities. The Director works proactively with their team to improve the performance of the company and optimize the use of its products and services. Duties also involve training both staff and customers and troubleshooting any gaps in delivery and efficiency. The ideal location will be Chicago, IL or Austin, TX.

Responsibilities :

Drive customer outcomes, product adoption and customer experience.

Lead the technical assessment as part of the sales process.

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.

Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

Build and lead world-class team by recruiting and developing a high performing team.

Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e, g., Marketing, Sales, Product/Engineering, etc.).

Identify opportunities for product improvements and share with Product/Engineering.

Foster collaboration within the Software and Advisory team and across customers.

Establish KPIs and drive operational practices to track performance of teams and individuals.

Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities.

Expand our revenue in accounts through new sales and up-sell opportunities.

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.

Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

This role is focused on pre-sales and customer success management and is not a technical support-related role.

Manages the performance of direct reports by developing accountabilities, establishing performance objectives, providing career counseling, feedback and guidance, and ensuring that all policies are understood and adhered to.

Sets and meets specific quarterly or annual sales goals. Establishes processes and systems to monitor and report progress to the CEO, senior team, and board.

Requirements :

8 years of experience in sales with prior sales force management experience.

University Degree (Equivalent to bachelor’s degree) in Business Administration or a related discipline

MBA is preferred.

Typically, 8+ years of general global management experience in dynamic manufacturing, investors, banking or engineering sectors, and similar technology-based industries and services.

Experienced executive in Software, Consulting, Digital, and Technical business are desired.

Strong technical and business/economic foundation, including formal account planning, sales strategy development, sales tracking, portfolio selling, and measurement.

Ability to interact with customers throughout all levels of their organization which include highly visible activities such as negotiating, presenting, and selling.

Ability to work and lead in a matrixed organizational structure.

Business and Financial acumen.

Demonstrated progressive management experience leading teams in a software company.

Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.

Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company.

Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices.

Proven ability to develop strategies, translate them into initiatives and track successful delivery.

Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies.

Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.

Experience successfully working with senior (C-level) executives.

Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.

Willing and able to address escalated client issues with speed and urgency.

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