Director of Customer Success
Orlando, FL 32935
BlueWave is hiring a Director of Customer Success for a fast-paced SaaS company in Orlando, FL. This person will be a member of the Senior Management Team and take implementations, customer success, support and education to the next level.
Your teams will be responsible for building and maintaining post-sales relationships with customers. This individual will report directly into the CEO and lead four key functions:
- Implementations
- Customer Success
- Customer Support
- Education
Responsibilities:
- Build, train, motivate and lead a world class team
- Develop, own and execute the strategic plan for your functions
- Liaise with leaders of the development, product and sales and marketing teams
- Responsible for team performance against KPI' s including customer retention, customer expansion/adoption, NPS, and efficiency metrics
- Own and manage the P&L for your functions
- Own the relationship for top accounts
- Improve customer experience by optimizing and / or developing processes for each subgroup
- Develop a customer success playbook that drives customer adoption and identifies / addresses at-risk customers early
- Guide the development of customer self-service training and educational materials
Requirements:
- Bachelor’ s degree in business or technology is preferred
- 5+ year track record of success in a related function is required with direct implementations, customer success, support and education experience preferred
- SaaS experience