Director, Customer Success Management
About The Role
Customer Success is vital to our long-term success and viability. We will not be successful unless our clients are receiving massive value from our products and services. As such, we need a senior leader to own driving success for our customers. This role includes responsibilities for customer success (onboarding, adoption, advocacy, and retention) and outcomes (renewals, up-sell, net promoter score).
The Director, Customer Success Management position is a high-visibility role and a member of the CSO management team. This leadership role is critical to advancing customer success and increased adoption of Yello’s product suite. The Director, Customer Success Management is responsible for the customer’s journey and life cycle, which includes aligning all of the functions to focus on customer adoption, value realization, and customer satisfaction.
How You'll Make An Impact
- Drive Customer Success business outcomes and meet renewal financial targets
- Provide energized and focused leadership to the CSM team that will foster and coach success based on a culture of respect for customers, employees and Yello’s values
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through identifying cross-sell and up-sell opportunities
- Influence future lifetime value through higher product adoption, client satisfaction, and overall health scores
- Drive growth through greater advocacy and reference-ability
- Develop and maintain senior-level client relationships at key accounts and network with high potential prospects
- Define and optimize Customer Lifecycle and map customer journey
- Define segmentation of customer base and varying success strategies
- Identify opportunities for continuous process and people improvement
- Learn from industry best practices
- Track Customer Success Management operational metrics and KPI’s
- Expose key Customer Success Management metrics to executive team, Yello and board
- Maintain a personal presence and high visibility in the field; and assist in closing renewals at key accounts
- Align with Marketing around positioning to existing customers
- Design strategic customer success plans via customer segmentation, customer lifecycle, competitive analysis, and penetration plans, as well as thoughtful product positioning.
- Promote a Yello-wide culture of customer success
- Align with Product around driving product roadmap and continuous customer value
What We're Looking For
- Minimum of 5 years directly running a diverse high-performing Customer Success Management team (10+ person)
- Exceptional track record in SaaS (enterprise and SMB) services management and leadership with success at the Manager level or above
- A leader who creates loyalty and trust. Ability to energize people and teams and make cross-functional cooperation happen
- An analytical skill set to drill through key metrics, identify patterns, opportunities and risks and key performance drivers
- Compelling executive presence in front of customers, partners, employees, board members and potential public investors
- Success in dynamic growth environments with rapid change and fluidity, and building teams that thrive and scale to the next level
- Ability to recruit, lead, motivate and assess high-performance customer success talent
- A demonstrated track record of managing global CSM KPI’s as part of a global P&L
- Strategic acumen with a strong results- and execution-orientation
- An accomplished leader possessing excellent communication skills and organizational awareness
- Team-oriented individual with ethics and integrity
Additional Information
We are the trailblazers in our space and we continually strive to learn and grow, but there is always time to celebrate a colleague's birthday or a recent success. We dress casually, have one of the best views in the city and the whole team sports Apple laptops. Our CEO Jason Weingarten and President Dan Bartfield always have their office doors open. And with opportunities for professional advancement, medical, dental and vision insurance, and a 401K match – Yello has you covered.
- Yello is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
- Candidates local to Chicago are preferred.
- You must be authorized to work in the United States.
- Must be able to sit or stand for continuous periods of time
- This role frequently communicates/interacts with individuals, must have strong written and oral communication skills
- Yello reserves the right to assign or reassign the responsibilities and requirements to this job at any time