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Director – Customer Success
| Company | Cyberhawk |
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| Location | Littleton, CO, USA |
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| Salary | $150000 – $150000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree in Business, Engineering, Marketing or related field
- 3 years of experience in customer success, account management, or related roles within the software industry
Responsibilities
- Develop and execute a comprehensive customer success strategy that aligns with the company’s overall goals and objectives.
- Lead, mentor, and inspire a team of customer success managers, ensuring their continuous growth and development.
- Collaborate closely with sales, product, and support teams to foster a customer-centric culture and drive cross-functional alignment.
- Design and implement strategies to guide customers through the entire lifecycle, from onboarding to renewal, expansion, and advocacy.
- Oversee the creation and execution of tailored customer success plans that address specific client needs and business objectives.
- Drive the adoption and utilization of software solutions, ensuring customers derive maximum value from their investments.
- Establish strong relationships with key stakeholders within customer organizations, from executives to end-users.
- Proactively identify potential issues or roadblocks and collaborate with internal teams to swiftly address and resolve them.
- Monitor customer satisfaction metrics, conduct regular business reviews, and take proactive measures to maintain high levels of customer happiness.
- Collaborate with sales teams to identify upselling and cross-selling opportunities within the existing customer base.
- Develop strategies to drive customer renewals and minimize churn, leveraging data-driven insights and customer feedback.
- Participate in contract negotiations and pricing discussions to ensure mutual benefit and sustainable growth.
- Define key performance indicators (KPIs) for the customer success team and monitor progress against targets.
- Utilize data analytics and reporting tools to track customer health, usage patterns, and overall engagement.
- Translate insights into actionable recommendations to improve customer success strategies and outcomes.
- Continuously assess and refine customer success processes to enhance efficiency, scalability, and effectiveness.
- Implement best practices, tools, and technologies to support customer success initiatives and streamline workflows.
- Stay current with industry trends, best practices, and emerging technologies related to customer success and the software industry.
- Share insights and recommendations with the leadership team to drive innovation and competitive advantage.
Preferred Qualifications
No preferred qualifications provided.
