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Director of Customer Success – SaaS

  • Dublin
  • 15/11/21
  • Neg
  • 2022

Overview

The Opportunity:

We are excited to announce a unique new opportunity with one of the world’s fastest growing cloud-based management systems. Our award-winning client is looking for an experienced leader – with hands-on direct experience in managing Customer Success teams across digital platforms (UX & UI) – to join their global network and grow their rapidly expanding organization as Director of Customer Success. The perfect candidate will be a highly motivated self-starter who has a proven track-record of successfully leading teams, driving software adoption and leveraging acquisition, retention and customer success within a SaaS environment. This is the perfect challenge for a burgeoning leader in the SaaS industry to manage and take part in the success of an ever-growing and continually prospering organization.

Responsibilities:

  • Set and implement the overarching vision and strategic plan for the internal Customer Success team with a constant focus on defining an optimised agile customer success function all the while leading and encouraging a culture of continuous improvement
  • By acting as the voice of the customer, you will be responsible for driving customer outcomes, satisfaction, managing/reporting on analytics and maintaining a churn rate that falls within the parameters agreed with company stakeholders
  • Work closely with the global Sales and Marketing departments (as well as regional leaders) to create cohesive customer segmentation across the entire reach of the customer base
  • Be responsible for customer acquisition and build a net retention model that maximises all commercial upsell opportunities. A culture and strategy of customer advocacy which helps drive feedback and referrals will also come into play here
  • Establish strong KPIs for both the internal Customer Success team and the entire platform itself, both of which include a diligent reporting and review process
  • Manage, mentor and develop junior colleagues in an environment which upholds company values.

Previous Requirements:

The perfect candidate will:

  • Have at least 7 years’ experience leading Customer Success teams in the SaaS industry
  • Have a proven track-record formulating the vision, strategy, and execution of a successful customer success project(s)
  • Be familiar or, ideally, proficient with UX and UI
  • Show an impeccable ability to create and present proposals
  • Demonstrate the attributes necessary to successfully manage global, distributed teams who operate across a range of cultures, lines of business and locations worldwide
  • Demonstrate an excellent ability to think analytically, to problem-solve, to communicate effectively, to plan strategically and to be flexible and agile in order to respond to constantly evolving business priorities.

If you would like to learn more about this exciting opportunity, please email me at ellie@talenthub.ie

If this opportunity does not sound like the right fit, we would still love to hear from you and help you find your perfect job!

TalentHub very much appreciates candidates who take the time to apply for our roles. In an ideal world, we would be able to reply personally to each and every candidate. However, due to receiving large volumes of applications, this is not always possible, and we can often only reply to candidates who match the requirements from our client briefs.

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