Intro: 

You are looking to have a significant impact on company success. You are a customer success and revenue-driven obsessed. Do you love customer contacts and looking to deliver outstanding experiences to your customers? Join Dashlane as Director, Customer Success. We advocate for a smooth customer experience using data to validate our hypotheses and demonstrate our impact. We succeed when we drive customer and revenue growth. 

About the role:

As a Senior Director, Customer Success you will be responsible for establishing a strong customer success function that takes accountability for driving adoption, retention, and generating expansion opportunities for our B2B customer base. You will lead a team of managers and individual contributors tasked with building strong relationships with customers and ensuring they are delighted with their experience throughout their entire journey with the company.

The successful candidate is a strategic thinker, a strong leader, and possesses exceptional client relationship management skills that can scale the team to meet growing business needs. This person will collaborate across departments to ensure a company-wide client feedback loop and collaborate with our Sales team to accelerate account expansions and renewals.

You will join our Customer Experience leadership team and report to the VP of Customer Experience.

Location:

You will be based in New York, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Monday for your department), and a third day at your choice. We offer relocation support (national and international).

At Dashlane you will: 

• Be responsible for Dashlane's adoption and retention of our B2B customers.
• Develop and implement a comprehensive Customer Success vision and strategy aligned with Dashlane goals.
• Own P&L for the area.
• Led, managed, and scaled the Customer Success and Onboarding team to deliver outstanding experiences that drive strong customer adoption, retention, and expansion.
• Build proper processes to make our business and team successful and deploy them into our CSM platform Vitally
• Define Customer success and Onboarding forecasting process, ensure accuracy, and take immediate actions to mitigate risk (diversion). 
• Create an optimized & data-led model of the customer journey, and define the Customer Success and Onboarding KPI. Provide an Executive dashboard that reflects our business performance, customer health score customer success, and onboarding teams' performances. Develop data-driven insights on customer behaviors.
• Increase customer lifetime value through success plans, customer satisfaction, and overall health scores.
• Foster a customer-centric culture that values feedback, continuous improvement, and innovation.
• Work hand in hand with the Sales department to deliver amazing customer experience and master our business targets.
• Work closely with the marketing team to build enablement content for your teams that will help them deliver our company goals and achieve their targets.
• Build strong relationships with the Product and Engineering departments to share Voice of Customers and provide regular updates on our roadmap to our customers.
• Build and lead QBR, CAB, and other Exec sponsorship programs to increase customer loyalty and retention.

Requirements:

• 10 years of leading, growing, and scaling top-performing teams in Customer Success and Onboarding for a B2B SaaS company

We're Also Looking For:

• Experience building out both an enterprise, high touch, customer success motion and an innovative customer success practice for E-com motion, leveraging data, insights and technology to scale.
• Demonstrated results in balancing both the strategic–innovative transformation needed–as we drive upmarket while continuing to “run the business” to drive near-term results, meeting/exceeding our GRR and NRR goals.
• Strong empathy for customers and passion for revenue and growth
• Analytical mindset with the ability to interpret data and derive actionable insights
• Excellent communication and presentation skills. Possess and display professional presence and credibility to function effectively both internally as well as at the highest level of customer contacts.
• Ability to manage escalations at all levels, operators through C-level executives
• Ability to manage and influence through persuasion, negotiation, and consensus-building
• Enthusiastic and creative leadership with the ability to inspire others

Salary Range: $193,000 - $225,000

Our salary ranges are based on paying competitively for our size and industry, and are one part of total compensation package that also includes benefits, and other opportunities at Dashlane. We also include equity in all compensation packages and believe 100% of Dashlaners should have an option to purchase ownership in the company and benefit from what we hope will be a lot of upside growth.

Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other Dashlaners. We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.