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A super successful and innovative SAAS mobile performance solution start-up is looking for a phenomenal Director of Customer Success to help lead and shape the direction in which the company's Customer Success Team is heading and also to be the company’s eyes and ears with the clients.
-E2E leadership of the CSM team, including recruiting top tier talent
-Work with clients directly on all levels: technical, business, support, and product, including providing added value through training and webinars
-Create and execute operational plans to drive the business goals, leveraging strategies and tactics across all necessary functions, including Customer Success, Support Engineering, Sales and Product, and Engineering
-Serve as an escalation point for Customer issues to ensure they are resolved quickly
-Ensure Customer feedback is communicated internally to enable ongoing improvement of company's products and services
-Understand the market trends and always keep up-to-date with the latest news and developments impacting the industry
3+ years experience leading a SaaS CSM team, including team leaders
5+ years of B2B Customer Success experience
English mother tongue level, additional languages are a big advantage
A jack of all trades - a motivational leader, mentor, and a damn good executer!
Highly customer-focused and oriented
Strong analytical, technical skills and strategic thinking
Exceptional writing, communication and presentation skills
Perfect organizational, project management, and time management skills