Customer Success and Expansion Leader
hace 6 días
We are seeking an experienced and dynamic Director of Customer Success to lead our Customer Success team at Phrase, a leading software localization platform. The ideal candidate will be passionate about helping our clients achieve their goals, possess strong leadership skills, and have a proven track record of driving customer satisfaction, retention, and growth.
Key Responsibilities- Strategic Leadership: Develop and implement a comprehensive Customer Success strategy aligned with Phrase's business objectives. Lead, mentor, and grow a high-performing Customer Success team. Foster a customer-centric culture within the organization.
- Customer Engagement and Advocacy: Develop and implement strategies to enhance customer engagement and advocacy. Foster strong relationships with key stakeholders. Ensure customers are achieving their desired outcomes with Phrase's solutions.
- Retention and Growth: Develop and execute strategies to maximize customer retention and minimize churn. Identify opportunities for upselling and cross-selling Phrase's solutions. Collaborate with Sales, Product, and Marketing teams to drive customer growth and expansion.
- Performance Measurement and Reporting: Establish and monitor key performance indicators (KPIs) and OKRs for the Customer Success team. Provide regular reports on customer health, engagement, and satisfaction metrics to senior leadership. Implement data-driven decision-making to continuously improve Customer Success outcomes.
- Process Improvement: Continuously evaluate and refine Customer Success processes and workflows. Support the solutions and technical support teams in implementing best practices for customer onboarding, training, and support. Work closely with the CS ops organization to leverage technology to enhance the effectiveness of the Customer Success team.
- Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
- 8+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership position.
- Experience in leading teams across multiple regions and business cultures.
- Proven track record of driving customer satisfaction, retention, and growth in a B2B SaaS environment.
- Excellent leadership and team management skills, with the ability to inspire and motivate a team.
- Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
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