Director of Customer Success

Responsibilities:

Customer Success Management:

• Serve as the primary focal point of contact for customers and oversee day-to-day customer support operations, ensuring timely resolution of customer inquiries, issues, and escalations.
• Ensure the successful onboarding and implementation of new customers.
• Conduct regular check-ins with customers to gather feedback, identify pain points, and ensure their needs are being met.
• Lead regular business reviews and check ins with clients to review progress, address concerns and explore additional ways to add value.
• Proactively identify opportunities to upsell or cross-sell additional products or services to existing customers, working closely with the Sales team.
• Act as a champion for the customer within the company, advocating for their needs and priorities and driving initiatives to enhance their overall experience.

Customer Support Operations:

• Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to address any areas of improvement.
• Develop and implement standardized processes and procedures for handling customer onboarding, inquiries and escalations.
• Coordinate with other departments, such as Product and Sales, to address customer issues and provide feedback for product improvements.

Product Knowledge and Documentation:

• Develop a deep understanding of ActiveFence products and services, staying updated on new features, updates, and releases.
• Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides, to assist customers with self-service support options.

Continuous Improvement:

• Analyze customer support data and feedback to identify trends, patterns, and areas for improvement.
• Implement initiatives to improve customer satisfaction, reduce response times, and increase efficiency within the support team.
• Stay abreast of industry best practices and emerging trends in customer support and incorporate them into processes and operations.

Team Leadership:

• Lead, coach, and mentor the customer support team, fostering a culture of excellence, accountability, and collaboration.
• Set clear goals and performance expectations for team members, conducting regular performance reviews and providing constructive feedback.
• Develop and implement training programs to enhance team members' product knowledge, communication skills, and problem-solving abilities.

Must Requirements:

• 8+ years of experience in customer success, account management, or a related field within the SaaS industry.
• 4+ years of experience in team leadership
• Proven track record of leading and scaling customer success teams.
• Excellent communication, interpersonal, and negotiation skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively across teams and manage multiple priorities in a fast-paced environment.

Nice to have:

• 5+ years of experience in the Cyber Security industry
• 5+ years of technical expertise with Data/AI products

The salary range for this role is $180-200K OTE (range may vary based on experience).