Director, Customer Success Manager

Job description:

Job Title: Director, Customer Success Manager

Location: Only central/east coast candidates will be considered
Salary: $100,000 $150,000 Base  (15% bonus)

Job Description:

Position Summary:

We are seeking a highly motivated and customer-focused individual with 7 years+ of experience to join our team as a Director of Customer Success. The primary responsibility of this role is to partner with our customers to ensure they achieve their desired outcomes using our platform. The successful candidate will play a pivotal role in driving value for our customers, defining their success metrics, providing training and support, helping them identify opportunities to maximize the benefits of our platform, and managing renewals. Experience in SaaS and an agency setting or with Marketing Mix Modeling (MMM) and Multi-Touch Attribution (MTA) is a plus.

Key Responsibilities:

Partner with Customers for Change Management:

• Collaborate with customers to understand their unique business needs and objectives.
• Provide guidance and support in implementing changes and process improvements, leveraging our platform effectively.

Drive Value:

• Act as a trusted advisor to customers, ensuring they realize the full value of our product or service.
• Monitor customer usage and engagement to proactively identify areas for improvement.

Define Success:

• Work with customers to define clear, measurable success criteria and key performance indicators (KPIs).
• Regularly review and update success metrics to align with changing customer goals.

Training and Support:

• Develop and deliver customized training programs to empower customers to maximize platform utilization.
• Provide ongoing support to address customer questions, issues, and concerns.

Identify Opportunities for Customer Growth:

• Proactively identify opportunities for customers to expand or optimize their use of our platform.
• Collaborate with sales and product teams to deliver value-driven solutions.

Renewals Management:

• Own the renewals process, ensuring timely communication with customers about contract renewals.
• Work to secure renewals and expand contract values where applicable.

Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs):

• Conduct regular QBRs with customers to review progress, share insights, and discuss future plans.
• Conduct EBRs for key accounts to foster deeper relationships and align long-term strategies.

Qualifications:

• Bachelor's degree in a related field.
• 7-10 years of proven experience in a customer success, account management, or similar role.
• Experience in SaaS 
• Experience managing a book of business $2million and up
• Experience in an agency setting or with Marketing Mix Modeling (MMM) and Multi-Touch Attribution (MTA) is a plus.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and the ability to think strategically.
• Knowledge of the industry and our platform is a plus.

Kindred Communications is boutique direct-hire placement headhunting firm with a focus on diversity and inclusion tech placement. We strive to diversify the workforce once placement at a time.