Director – Customer Success

5+ years in a customer-facing leadership role
8+ years in customer success, customer service, or sales roles
Experience working for a B2B SaaS company that has scaled successfully through rapid growth
Excellent people management skills; high empathy and consideration for team morale and individual career progression
Experience building and scaling world-class teams; experience hiring, onboarding and training
Understand the development and implementation of large-scale, complex applications
Experience working for a company that provides a ‘mission critical’ product
Experience in roles requiring heavy analytics and excel work
Master’s degree is preferred
Experience with Salesforce Service Cloud and Zendesk is preferred

Lead the vision and design of our Customer Success program
Manage, coach, and mentor a team of talented and ambitious CSMs
Engage deeply with our customers; attending QBRs, facilitating thought leadership, and establishing close relationships with executives
Oversee the strategy and planning for the entire customer lifecycle
Deliver best-in-class customer retention and growth metrics
Work closely with Sales and Marketing on customer advocacy programs
Use a data-driven approach to building budget and growth plans
Translate business objectives into an execution strategy and successfully execute on the strategy
Collaborate with the product and engineering teams to champion the needs of our customers; plan and prioritize features and feature requests
Develop deep and ongoing technical understanding of the Talkdesk product and the competitive space, with the ability to speak about everything from Talkdesk architecture to platform
Continue to recruit, train and develop our world-class CSMs
Serve as Executive Sponsor of select customer relationships