ConvergePoint is a leading provider of compliance management software solutions, empowering organizations to streamline their processes and ensure adherence to regulatory requirements. Our goal is to make the process of compliance as easy and stress-free as possible for corporate legal and compliance teams. We understand that compliance can be a challenging and time-consuming task, but we believe that it doesn't have to be. That's why we offer software tools to help teams get compliant with minimal effort.

Our five proprietary products manage the life cycle of Policies & Procedures, Contracts, Conflict of Interest Disclosures, Incident Tracking, and Employee Training. We proudly serve a diverse clientele, including Fortune 500, Enterprise, and mid-size organizations across the US, Canada, UK, Australia/New Zealand, and South Africa.

ConvergePoint is seeking a highly motivated and experienced Director of Customer Success to join our dynamic team. As the Director of Customer Success, you will be responsible for managing the customer lifecycle of our B2B SaaS products, ensuring high customer satisfaction, and driving customer retention and growth. This is a leadership role that requires a strong background in customer success, team management, and strategic thinking.

Please Note: This is a hybrid role and you must be willing to commute to our office in Katy, TX

Responsibilities:

• Lead and manage a team of customer success managers to deliver exceptional customer experiences and drive customer success across our portfolio of B2B SaaS products.
• Develop and implement strategies and processes to onboard new customers, ensuring smooth and successful implementation of our products.
• Define and measure key performance indicators (KPIs) to assess customer health, predict churn, and drive customer success outcomes.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to align customer success initiatives with business objectives and drive customer satisfaction and growth.
• Develop and maintain strong relationships with key customer stakeholders, serving as their trusted advisor and advocate within ConvergePoint.
• Proactively identify opportunities to upsell and expand customer accounts, working closely with the Sales team to drive revenue growth.
• Drive customer retention by developing and executing effective customer engagement and renewal strategies.
• Analyze customer feedback and usage data to identify trends, challenges, and opportunities for improvement, and provide actionable insights to relevant teams.
• Stay updated on industry trends, best practices, and emerging technologies in customer success, and apply that knowledge to enhance our customer success programs and processes.
• Foster a customer-centric culture within the customer success team and across the organization.

Qualifications:

• 10-15 years of relevant experience in customer success, account management, or a similar role, preferably within the B2B SaaS industry.
• Proven experience managing and leading a team of customer success managers, including setting goals, providing coaching and feedback, and fostering a high-performance culture.
• Bachelor's degree in Business, Management Information Systems (MIS), or a related field is required. An MBA is preferred.
• Strong analytical skills with the ability to create performance metrics and KPIs that predict churn and other customer-related metrics.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proven track record of driving customer success, retention, and growth.
• Demonstrated ability to develop and execute customer success strategies and initiatives.
• Strong problem-solving and strategic thinking skills.
• Familiarity with CRM software and customer success platforms.
• Self-motivated and proactive with a strong sense of ownership and accountability.

Perks You'll Love:

• Competitive base salary tailored to your experience
• Comprehensive healthcare benefits, including Medical, Vision & Dental
• Generous paid holidays and vacation days
• 401(k) with excellent corporate matching
• A fun and casual work environment

ConvergePoint offers a stimulating and supportive work environment, where your contributions will be recognized and valued. We foster a culture of continuous learning and growth, providing ample opportunities for professional development and advancement within the organization.

If you are passionate about making a meaningful impact, thrive in a fast-paced environment, and are excited to join a dynamic team of industry professionals, we would love to hear from you!