Customer Success Director

About the Role:

A leading Software-as-a-Service (SaaS) solutions provider in the life sciences industry is seeking a Customer Success Director to drive customer engagement, retention, and expansion. This role involves building strategic relationships, ensuring seamless customer onboarding, and maximizing value realization. The ideal candidate will work closely with internal teams, including sales and product development, to deliver exceptional customer experiences.

Key Responsibilities:

• Strategic Leadership: Shape long-term strategies to enhance client outcomes and drive revenue growth.
• Enterprise Change Management: Lead transformational projects for enterprise customers, aligning business processes with SaaS solutions.
• Relationship Expansion: Foster executive-level relationships and drive strategic alignment on long-term initiatives.
• Cross-Functional Collaboration: Act as a bridge between customer success, product, and sales teams to ensure cohesive strategies.
• Portfolio Management: Oversee a portfolio of high-impact accounts, ensuring consistent delivery of outstanding customer experiences.
• Customer Advocacy: Represent the company at industry events and forums, promoting innovation and best practices in customer success.
• Team Enablement: Develop and standardize best practices to enhance efficiency and scalability within the customer success team.
• Customer Onboarding: Lead customer onboarding, ensuring smooth adoption through project management and governance frameworks.
• Product Expertise: Maintain deep knowledge of the company’s solutions, staying updated on product enhancements and industry trends.
• Account Growth: Identify upselling and cross-selling opportunities, collaborating with the sales team to maximize revenue potential.
• Customer Feedback: Gather insights and relay feedback to the product development team for continuous improvements.
• Renewals & Retention: Proactively manage renewals, maintain high retention rates, and mitigate customer churn risks.
• Metrics & Reporting: Track and report on customer success KPIs, including engagement levels and usage statistics.
• Issue Resolution: Address and resolve customer concerns effectively, collaborating with internal teams to ensure satisfaction.

Qualifications:

• Bachelor's degree in a relevant field with 10+ years of experience in customer success, solution delivery, consulting, or portfolio management.
• 8-12 years of experience leading projects.
• 6-10 years in a customer-facing role.
• Strong problem-solving, analytical, and communication skills.
• Proven leadership experience with the ability to manage teams and influence stakeholders.
• Ability to deliver clear presentations and communicate effectively with customers.
• Strong strategic thinking and decision-making skills.

Leadership Expectations:

• Uphold ethical principles and company values.
• Provide clear direction and constructive feedback to teams.
• Foster an open and supportive work environment with active listening and empathy.
• Manage conflicts and problem-solve effectively.
• Demonstrate adaptability in response to organizational changes and challenges.
• Prioritize and manage time efficiently while supporting team members in achieving goals.

Compensation & Benefits:

This position offers a competitive salary range of $152,080—$228,060 USD, along with a discretionary annual bonus and a comprehensive benefits package. Benefits include health insurance, retirement savings plans, life and disability insurance, parental leave, and paid time off.

Location: Remote

About the Role:

A leading Software-as-a-Service (SaaS) solutions provider in the life sciences industry is seeking a Customer Success Director to drive customer engagement, retention, and expansion. This role involves building strategic relationships, ensuring seamless customer onboarding, and maximizing value realization. The ideal candidate will work closely with internal teams, including sales and product development, to deliver exceptional customer experiences.

Key Responsibilities:

• Strategic Leadership: Shape long-term strategies to enhance client outcomes and drive revenue growth.
• Enterprise Change Management: Lead transformational projects for enterprise customers, aligning business processes with SaaS solutions.
• Relationship Expansion: Foster executive-level relationships and drive strategic alignment on long-term initiatives.
• Cross-Functional Collaboration: Act as a bridge between customer success, product, and sales teams to ensure cohesive strategies.
• Portfolio Management: Oversee a portfolio of high-impact accounts, ensuring consistent delivery of outstanding customer experiences.
• Customer Advocacy: Represent the company at industry events and forums, promoting innovation and best practices in customer success.
• Team Enablement: Develop and standardize best practices to enhance efficiency and scalability within the customer success team.
• Customer Onboarding: Lead customer onboarding, ensuring smooth adoption through project management and governance frameworks.
• Product Expertise: Maintain deep knowledge of the company’s solutions, staying updated on product enhancements and industry trends.
• Account Growth: Identify upselling and cross-selling opportunities, collaborating with the sales team to maximize revenue potential.
• Customer Feedback: Gather insights and relay feedback to the product development team for continuous improvements.
• Renewals & Retention: Proactively manage renewals, maintain high retention rates, and mitigate customer churn risks.
• Metrics & Reporting: Track and report on customer success KPIs, including engagement levels and usage statistics.
• Issue Resolution: Address and resolve customer concerns effectively, collaborating with internal teams to ensure satisfaction.

Qualifications:

• Bachelor's degree in a relevant field with 10+ years of experience in customer success, solution delivery, consulting, or portfolio management.
• 8-12 years of experience leading projects.
• 6-10 years in a customer-facing role.
• Strong problem-solving, analytical, and communication skills.
• Proven leadership experience with the ability to manage teams and influence stakeholders.
• Ability to deliver clear presentations and communicate effectively with customers.
• Strong strategic thinking and decision-making skills.

Leadership Expectations:

• Uphold ethical principles and company values.
• Provide clear direction and constructive feedback to teams.
• Foster an open and supportive work environment with active listening and empathy.
• Manage conflicts and problem-solve effectively.
• Demonstrate adaptability in response to organizational changes and challenges.
• Prioritize and manage time efficiently while supporting team members in achieving goals.

Compensation & Benefits:

This position offers a competitive salary range of $152,080—$228,060 USD, along with a discretionary annual bonus and a comprehensive benefits package. Benefits include health insurance, retirement savings plans, life and disability insurance, parental leave, and paid time off.

Location: Remote