Senior Director of Customer Success
United States (Remote)
Operations – Success /
Full-time /
Remote
Lone Wolf is looking for a proven leader to join the team as a Senior Director, Customer Success that has had experience in a SaaS environment. The ideal candidate will have experience building global Customer Success teams and improving processes - all focused on the customer. This person will display trust, candor and credibility to enable them to advocate and act as a trusted advisor for their customers. Reporting to the Vice President, Operations, the Senior Director, Customer Success will work with a team of Customer Success leaders and their respective teams to enable and support all Lone Wolf customers, at all points in their journey. They will ensure that our clients realize the value of our products and services.
The goal is not just retention and growth—it's about thinking like the customer—understanding their goals and consistently delivering value. We are seeking a problem solver and inspiring digital transformation leader—someone creative enough to design compelling programs that will scale, with management and organizational change management skills to put those programs into effect, and with business and operational savvy to bring together and report on efficiency and effectiveness. You will have individuals on your team with responsibility for outcome driven engagements determined by customer needs, helping us achieve our Customer Success mission of accelerating value for our customers.
As the leader of the Success discipline, you will be an essential part of the Lone Wolf Senior Leadership team, not only directing the strategic vision and tactical execution of the department but serving as the primary advocate for our customer community to our company. This role will lead four distinct teams, Strategic Customer Success, Account Management, Renewals, and Tech Engagement Management.
Top applicants for this role will be able to demonstrate a strong foundation in essential Customer Success disciplines, experienced in building, growing and leading teams brought together through acquisition. Above all else, they will demonstrate a true passion for serving our customers, helping us achieve our goal of providing Human, Easy and Smart experiences for all.
WHAT YOU'LL DO:
- Represent the Voice of the Customer, through reporting, service and team insight.
- Assess current maturity curve and internal process, review and optimize for efficiency opportunities and better internal/external experience.
- Responsible for retention, gross and net, as well as annual increase analysis, process, roll out, and outcomes.
- Strong change management experience, ability to deploy techniques and support future vision balanced with needs of the team and customers.
- Lead 3 senior managers, with 4 unique teams and responsibilities, for all levels of customers (SMB and Enterprise).
- Lead digital transformation of in app tips and tricks to drive adoption, using tools such as Pendo, Marketo, SFDC mailing.
- Strong cross collaboration role, working with all internal teams on special projects, retention, and customer needs.
- Analyze data from multiple sources to determine updates and make decisions, to drive KPIs and communicate trends.
- Strong verbal, written communicator with frequent presenting responsibilities.
- Partner with GTM teams to develop playbooks for upsell/cross sell opportunities.
- Support and grow Global teams, supporting customers in multiple countries.
WHAT YOU NEED:
- 8+ years of experience in Customer Success, Account Management, Operations or Business Development in a SaaS environment.
- 4+ years of direct leadership experience.
- Management experience working cross-functionally across the customer journey including services, customer success, and support.
- Proven understanding of Customer Success concepts, best practices and execution strategies.
- Demonstrated success in building a post-sale experience and operations in a rapidly growing software company serving, end user and small and large enterprise customers.
- A service mindset with a passion for working with customers of all types and at all levels to ensure their success.
- A hands-on leadership style. In this role, you will have the opportunity to work directly with customers as well as build and lead a team.
- Proven leadership skills with the ability to develop internal talent as well as recruit industry-leading talent across the post-sale functions.
- A highly collaborative work style with the ability to work with and influence cross-functional teams, key partners will include Sales, Product, and Marketing.
- Ability to create structure in ambiguous situations and design effective processes.
- Strong communication skills with the proven ability to engage and influence executive stakeholders in nationally recognized companies and the ability to examine, synthesize, and present data to various stakeholders.
- Experience with leading technical and contract migrations strongly encouraged.
