Description:
The Director of Customer Success is the one responsible for the Customer Success team structure: they will inherit an already successful Customer Success team across the UKI region with the opportunity to build/expand the team further in the near future, create and have the final say on internal processes, and lead the team towards driving value for customers.
In many cases, a Director of Customer Success will have a hands-on approach, keeping a close relationship with the most noteworthy accounts. Apart from traditional Customer Success tactics such as upselling, they also frequently attempt to turn Customer Success relationships into business partnerships that can drive value for both the customer and the company.
Your role in our future
Reporting directly into the COO of Quadient, this role is responsible for:
- Leading the customer success team, from developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
- Capturing insight from customers to support internal use cases
- Customer satisfaction and customer retention
- Managing and communication
- New product releases/new updates to current solutions alongside internal teams – major updates or upgrades to existing solutions
- Minimizing churn rates for all solutions
- Managing all maintenance and SAAS renewals across all solutions
- With a clear focus on net renewal rates with the objective of growing revenue year on year
- Ops reviews and presentations
- Ensuring customer segmentation is accurate and updated
- Cross selling other Quadient solutions through the CSM channel.
- Upselling customers with new services
- Driving and monitoring Volume / Usage
- Liaising and working with internal departments to achieve the above objectives or responsibilities
- Managing any service changes or pricing increases to ensure customers remain engaged
- Onboarding responsibility for Impress Distribute & Bean Works
Your profile
Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.
The successful Customer Success Director will have the following:
- Minimum of 5 years of experience working as a Customer Success Leader, leading a customer success team with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position).
- They will ideally have experience as a Customer Success Leader/Director overseeing circa 6 countries but we are open to experience only within UK.
- An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage. Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education.
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models. In some cases, however, CS departments also exist for non-software products and services.
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
- Business development knowledge and, ideally, experience growing a business.
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
- Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
- Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.