Director of Customer Success
We are looking for a Director of Customer Success to join our awesome CS team.
The Director, Customer Success is a career differentiating opportunity that will lead the organization of Customer Success Managers (CSMs) in making different segments of customers successful with BIScience by driving product adoption, prescribing product solutions and delivering ROI.
Your charter will be to inspire our team members to lead customers through all aspects of the post-sale Customer Journey. You will help the team to secure customer renewals and MRR expansion with our customers. You will also build and maintain positive relationships with senior executives at our customers.
This position will report to the Chief Revenue Officer and is based in Tel Aviv.
Who you are?
This position requires a unique individual to help support Customers successfully and its extremely important for the individual to possess the following personal skills:
Highly entrepreneurial with a high level of energy, dedication and an unrelenting drive to succeed and win.
Exudes confidence and will roll-up his/her sleeves to drive success.
Able to get things done in a quick-paced environment.
Be transparent and open around what doesn’t work and what does.
Strong leadership and communication is a HUGE plus.
High degree of integrity and trustworthiness.
Strong sense of personal ownership and responsibility in accomplishing the organization’s goals.
Lead Team in making Customers Successful
Enable team members to fully understand our customers’ objectives and become a trusted advisor
Manage Monthly KPI management reporting to company management
Create and drive product adoption programs
Lead team in delivering a consistent and data-led customer experience
Manage customer escalations from your direct reports, and follow a methodical escalation process
Develop relationships with senior leadership at our customers
Deliver high NPS, retention and revenue expansion
Collaborate with team members to secure renewals and drive MRR expansion
Recruit, mentor, and inspire a world-class team
Set expectations on performance and give feedback as needed
Coach team members to higher levels of performance and help team members to grow their careers and increase their responsibilities
Hire and train new team members
5+ years relevant experience in Customer Success/ Account Management in a technology start-up .
2+ years’ experience managing a team of Customer Success Managers
Ability to negotiate commercial terms with both SMB and enterprise accounts
Experience in information technology and/or SaaS industry.
Strong influence and negotiating skills, and the ability to overcome barriers and resistance to execute against strategic plans
Maintain back-office administration skills with SFDC in order to track and report on customer health.
Demonstrated success in leading a team producing high customer retention and revenue expansion
Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
Strong interpersonal skills and experience initiating and building positive relationships
Excellent individual and group presentation, written, and oral communication skills
English – Mother tongue level