Smart and simple repair shop management software that does it all. Invoices, POS system, CRM, inventory, scheduling, & more. Request a demo today! Backed by Bessemer, Index and ICONIQ.
About the role
Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development.
What they're looking for
- 10+ years in B2B SaaS Customer Success, with at least 5+ years in a people management role overseeing SMB, Mid-Market and Enterprise accounts
- Proven ability to build, mentor, and scale high-performing teams
- Excellent communication and relationship-building skills
- Proven ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk
- Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS is strongly preferred
- Exceptional verbal, written, and executive presentation skills
More about this role
We are seeking a dynamic and experienced Director of Customer Success to lead our SMB, Mid-Market, and Enterprise Segments of the Customer Success team. This role will focus on driving customer retention, adoption, and expansion. The ideal candidate is passionate about customer experience, adept at managing an entire (SMB, MM, ENT) customer base, and experienced in optimizing team performance through data-driven insights and strategic initiatives. Please note this is a hybrid position, with 2-3 days/week on-site at our Morgan Hill, CA office for collaboration.
- Lead and mentor a team of SMB, MM, and Enterprise Customer Success Managers (CSMs).
- Establish clear KPIs, target account health metrics, and growth objectives for your team.
- Accountable for driving Net Retention Rate (NRR), Gross Revenue Retention (GRR), reducing logo churn, and identifying expansion opportunities alongside the Sales/Account Executive team.
- Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
- Leverage data and analytics to track team performance, customer health, and engagement strategies.
- Develop...
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