Job Description - Director of Customer Success

Dette er et eksempel for rollen som direktør for Customer Success. Hovedhensikten med stillingen er å utvikle, implementere og følge opp strategier for å øke produktlojalitet og -bruk, redusere churn, og øke LTV og ARR fra hver eneste kunde.

Job Description

Director of Customer Success


Job purpose summary

The Director of Customer Success is a strategic leadership role responsible for driving engagement, success, retention, and growth of our customers. As the leader of the customer success team, you will be responsible for developing and implementing data-driven strategies to increase customer adoption and retention, achieving customer lifetime value targets, and representing the voice of the customer to internal stakeholders.

Key responsibilities include building and leading a high-performing customer success team, identifying and addressing customer pain points, issues and concerns, collaborating with the sales team to increase cross and up-sell, coaching and developing team members to reach their full potential, and measuring and reporting on customer satisfaction and success metrics.

Key responsibilities

  • Developing and implementing data-driven strategies to increase customer adoption, loyalty and retention, and to reduce churn.
  • Improving customer lifetime value and annual recurring revenue (ARR) targets.
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
  • Identifying and addressing customer pain points, issues, and concerns and working with relevant teams to improve products and services.
  • Support sales team to increase cross and up-sell.
  • Building and leading a high-performing customer success team.
  • Coaching and developing team members to reach their full potential.
  • Measuring and reporting on customer satisfaction and success metrics.

Qualifications

  • B.Sc. or M.Sc. or higher
  • A minimum of 5 years of experience in customer success, preferably within a relevant industry
  • Proven track record of building and maintaining strong customer and partner relationships

Person-profile

  • Self-driven, energetic, and ambitious
  • Creative and visionary with a focus on data-driven decision making
  • Strong analytical and systematic thinking
  • Efficient and able to make fast decisions
  • Quality conscious and reliable
  • Excellent written and oral communication skills
  • Proven ability to build strong relationships with partners and 3rd parties
  • High level of integrity and good leadership skills.

Reporting to:

VP of Sales and Marketing

Estimated travel activity:

15-25 days per quarter

Job Description - Director of Customer Success, Rev 1.0

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Job Description - Director of Customer Success

Dette er et eksempel for rollen som direktør for Customer Success. Hovedhensikten med stillingen er å utvikle, implementere og følge opp strategier for å øke produktlojalitet og -bruk, redusere churn, og øke LTV og ARR fra hver eneste kunde.

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