Responsibilities
● Set the overall vision and strategic plan for the Account Management
organization, focusing on driving product adoption, leading a positive customer
experience, and driving growth through gross renewals and net retention
improvements.
● Drive customer outcomes, product adoption and customer experience
○ Lead the technical assessment as part of the sales process
○ Influence future lifetime value through higher product adoption, customer
satisfaction and overall health scores
○ Reduce churn and drive new business growth through greater advocacy
and reference ability
● Define and optimize customer lifecycle by driving programs and initiatives to
improve engagement approaches based on customer segmentation and leading
a culture of continuous improvement
● Build and lead world-class team:
○ Recruit and develop a high performing team
○ Develop company-wide customer success motion integrating processes,
content and data to/from stakeholder organizations (e,g., Marketing,
Sales, Product/Engineering, etc)
○ Foster collaboration within the CIENCE team and across customers
○ Drive operational practices to track performance of teams and individuals
● Work closely with the sales management and other stakeholders to align on
strategies, renewal forecasting, coverage plans, and account opportunities (i.e.,
opportunities and risks)
● Drive Account Growth Outcomes:
● Expand our revenue in accounts through new sales and up-sell opportunities with
our CIENCE
● Influence future lifetime value through higher product adoption, customer
satisfaction and overall health scores
● Reduce churn and drive new business growth through greater advocacy and
referenceability
● Deliver transformational leadership so that the team is highly motivated and
engaged. Be an inspirational role model by challenging and maximizing the
strength of the team and aligning their efforts to the mission and vision of the
organization.
www.cience.com
● Address escalated client issues with speed and urgency, orchestrating
resources across the company as appropriate
● This role is focused on post-sales and customer success management and
is not a technical support-related role.
Director of Customer Success Requirements
● Demonstrated progressive management experience leading teams in a software
company
● Demonstrated progressive experience leading customer success managers,
account management, or sales teams. Professional services experience is a
plus.
● Demonstrated progressive experience leading managers of teams in a SaaS or
subscription enterprise software company
● Proven experience leading teams, driving new and expansion sales, driving
software adoption and leveraging customer success best practices
● Proven ability to develop strategies, translate them into initiatives and track
successful delivery
● Demonstrated ability to lead managers and successfully manage global,
distributed teams across cultures, lines of business, and geographies
● Possesses a strong management presence and leadership ability, with
communication and interpersonal skills that inspire and motivate leaders and
teams
● Demonstrated operational excellence in analytical thinking, process development
and improvement, problem solving, communication, delegation and planning
● Able to be flexible and agile in responding to evolving business priorities and
dealing with ambiguity
● Able to collaborate across the organization and with external stakeholders
● Experience successfully working with senior (C-level) executives
● Holds strong operational skills that will drive organizational efficiencies and
customer satisfaction
● Willing and able to address escalated client issues with speed and urgency