Director of Customer Success - NA SMB

Chicago, IL, United States

Are you an exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire global teams to achieve extraordinary results consistently quarter over quarter? Do you have a background in sales and account management? Are you goal-oriented and always looking for new opportunities to exceed goals, upsell, and nurture new business? Good news! 1WorldSync is looking for a Director Customer Success - North America SMB to join our team.

1WorldSync is the industry leader in product content management. With approximately 700 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Director Customer Success - North America SMB to support our growing team.

Reporting directly to our Chief Revenue Officer, the Director Customer Success - North America SMB will be responsible for leading a team of customer success professionals to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey. This strategic, hands-on leader will have demonstrated a track record of success in a modern SaaS company by hiring and developing team members, in creating a culture of customer centricity, managing the “long tail” using data science and analytics for a scale model and delivering industry leading customer success outcomes.

As Director Customer Success - North America SMB at 1WorldSync, responsibilities include the following:

Build and sustain a team of high performing customer success professionals who embody our values, establish Trusted Advisor relationships and focus on making every customer successful while increasing customer lifetime value

Ensure timely renewals and drive upsell and cross sell activities to expand our customers' usage of our growing set of capabilities and services

Create a scalable methodology to ensure the team is engaging strategically with their customers using both a high touch and tech touch model to drive business value outcomes

Instill operational rigor and consistency, as appropriate, across North America Customer Success to define and refine engagement strategies, account management, and programs at scale

Maintain and build upon systems and processes that foster efficiency and effectiveness in the daily operations of the team

Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen 1WorldSync adoption

Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas with our product teams

Lead by example in ensuring that 1WorldSync continues to be one of the best places to work in the tech industry

Success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, increasing customer adoption and delivering quantifiable business value results.

Required Skills and Experience:

Bachelor’s degree or equivalent job experience

5+ years experience in executing and innovating the scale business for the “long tail” leveraging data science, marketing campaigns and outsourcing

5+ years experience managing a team of sales and/or account management professionals

1+ years experience as a second line manager

Desired Skills and Experience:

Demonstrated success in consistently delivering revenue numbers, reducing churn and downgrades, producing accurate forecasts, while maintaining a focus on cost to serve

Ability to collaborate with sales, marketing and other cross-functional teams to overachieve on mutually aligned revenue growth

Demonstrate 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action

Benefits:

Incredible health benefits (FSA and HSA options), with dental and vision coverage.

401(k) plan with employer match.

Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.

Short and long term disability and life insurance.

Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details:

This is a hybrid position that requires 3 days per week at our Chicago headquarters location.

This role requires the candidate to have the authority to work in, and be located in the US.

This position requires up to 10% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].

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