About the Company

Civis Analytics helps businesses use data to gain a competitive advantage in how they identify, attract, and engage loyal customers and employees. With a powerful combination of best-in-class proprietary data, cutting-edge software solutions, and an interdisciplinary team of data scientists, developers, and survey science experts, Civis works with Fortune 500 companies and the country’s largest nonprofits to make data-driven decision-making essential to how the world’s best companies do business.

Civis embraces the individuality of our employees and we celebrate each other's differences. Our products, services, and culture benefit from and thrive on the unique perspectives brought by each person in our Civis community. We're proud to be an equal opportunity workplace, and we are committed to equal employment opportunity regardless of race, age, sex, color, ancestry, religion, national origin, sexual orientation, gender identity, citizenship, marital status, disability, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

About the Role

As the Director of Client Success at Civis you'll lead the team responsible for creating a world-class experience for our customers - from solution to success. Your team will ensure that customers get the right solution of software and services, are effectively on-boarded and are getting maximum value from our solutions and services provided.

You and your team will be a key part in the overall health of the customer relationship. You are also responsible for designing the community experience and with the VP of Engineering, deploying the underlying capabilities to launch a rebranded Civis Customer Community. Working with the VP of Sales, you will execute the strategy for customer growth and retention.

Ultimately, the success of this role will be based on the success of our clients who use our solutions - and this success will lead to our users becoming heros in their organizations and fanatic fans and advocates of Civis’ solutions.

In this role you will: 

• Implement and improve processes from the pre sale process through post sale through the ongoing renewal process
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Hire and develop a Client Success team that ensures client engagement, a positive NPS, and minimal churn in our customer set
• Build an infrastructure that helps Civis understand and anticipate customer's needs and goals
• Be accountable for achievement of Client Success Team goals
• Champion Client Success throughout Civis, aligning goals that engage all departments in the customer experience
• Build a strong vision of Client Success, align the company’s resources to the individual components and and measure progress against achieving this vision

Minimum Qualifications

• 6+ years experience in leading highly regarded, industry leading SaaS customer-facing organizations that have created fanatical fans of your solutions and software
• Demonstrated ability to influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented mindset with a focus on customer-centric design 
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Bachelor’s degree in related field

Preferred Qualifications

• Combined background of post-sale and sales experience
• Deep understanding of value drivers in recurring revenue business models