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Title
Text copied to clipboard!Customer Success Director
Description
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We are looking for a dynamic and experienced Customer Success Director to lead our customer success team. In this role, you will be responsible for managing a team of customer success managers, developing customer relationships that promote retention and loyalty, and improving customer experience. You will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will also be responsible for understanding customer outcomes through ongoing collection and analysis of data and feedback and turning this into onboarding and retention strategies as well as feeding into the product road map. You will be responsible for managing customer success activities and outcomes; managing customer success team members; influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores; and driving new business growth through greater advocacy and reference-ability.
Responsibilities
Text copied to clipboard!- Develop and manage client portfolios.
- Sustain business growth and profitability by maximizing value.
- Analyze customer data to improve customer experience.
- Improve onboarding processes.
- Evaluate and enhance customer success journey.
- Create and manage strategies for customer success.
- Manage customer success team.
- Provide insights on customer health and satisfaction.
- Drive customer advocacy and expand customers.
- Create a company-wide culture of Customer Success.
Requirements
Text copied to clipboard!- Bachelor’s degree in Business or related field.
- Proven experience in a customer success role.
- Strong communication skills.
- Experience in document creation.
- Patient and active listener.
- Passion for service.
- Detail oriented.
- Strong leadership skills.
- Experience in managing a team.
- Ability to manage multiple accounts.
Potential interview questions
Text copied to clipboard!- What strategies would you use to improve customer satisfaction?
- How do you handle negative feedback from customers?
- What experience do you have in managing a team?
- Can you describe a time when you turned a dissatisfied customer into a satisfied one?
- How do you prioritize your work when dealing with multiple customers?