As the Director of Customer Success, you’ll drive growth through the retention and expansion of our clients. You’ll have experience in recruiting, managing, and developing customer success managers in an SMB SaaS company. You should be proactive, responsive, and strategic; understand clients’ businesses, and be able to create and drive a growth strategy through adoption of the our platform.
Responsibilities
Retain and Grow Clients | Drive adoption | Grow Revenue
- Increase annual recurring revenue meaningfully
- Assure a successful Client Experience journey
- Increase % of trail conversions, month over month
- Identify key stakeholders in client relationships, expand the relationship
- Measure customer success overall and on the individual contributor level
- Drive to value for customers
- Lead cross-functionally to drive client success
- CRM hygiene
- Client advocacy
- Working with the Product Team on designing better experiences for end users, partners, and practices.
Experience Requirements
- 3-5+ years’ experience administering as the head of Customer Success
- Experience with defining and reporting on KPIs.
- B2B SaaS industry experience
- Deep understanding of healthcare industry (mostly aesthetics)
- The ability to work effectively across functions (Operations, Marketing, Sales, Finance and Product) and organization levels (executives, peers, individual contributors).
- Excellent communication and negotiation skills.
Who you are
- Self-motivated and well organized.
- Ability to travel monthly
- Passionate about delivering value to the customer.
- Strategic planner and tactical problem solver with strong analytical skills.
- Demonstrable people and relationships skills.
- Excellent follow-up and leadership capabilities.
- Solutions-orientation, with attention to detail.
- Proven capacity to handle change and ambiguity