Director of Customer Success - Role Description

About Pensa Systems

Pensa is a group of innovators driven to help CPG brands and retailers grow by providing them the source of truth for the retail shelf. Our computer vision and patented artificial intelligence and machine learning is the world’s first fully automatic capture-to-insight retail shelf intelligence solution that learns as it goes. We provide our syndicated SaaS solution to top global CPG brands and retailers such as Johnson & Johnson, General Mills, Anheuser-Busch InBev, CircleK and Unilever to address a trillion-dollar industry blind spot by digitizing physical inventory and bringing it online. Although we work hard and are accountable to our customers and each other, we don’t get too wrapped up in protocol or bureaucracy. We are a diverse group whose collaboration and open communication helps us all do our best work and succeed as a team. If you are looking to grow personally and professionally while making a difference with something new and innovative, Pensa may be the right place for you.

If you would like to learn more about us, please visit pensasystems.com.

Job Description

Pensa works with a range of external customers, including consumer packaged goods (CPG) manufacturers, retailers, and omnichannel partners. The Director of Customer Success will lead the Customer Success team, while also working directly with customers and internal teams to manage relationships, drive customer engagements, and have direct responsibility for the expansion and renewal of key enterprise accounts.

Responsibilities

• Build and lead a high-performing Customer Success team, providing guidance, mentorship, and support to ensure individual and team success.
• Own, directly or indirectly, the primary commercial relationship with Customer's executive decision makers. Responsible for building and managing healthy engagements that enable business growth.
• Responsible for defining the account growth plan, collaborating with internal and external stakeholders to secure alignment, and execute the plan to deliver on business objectives.
• Conduct business-focused conversations with C-level and VP-level Executives.
• Use your ability to create and execute account and opportunity specific sales strategies to sell our services and offerings to enterprise accounts.
• Lead efforts to retain and renew customer subscriptions and contracts. Develop processes for identifying and addressing customer churn risk.
• Cultivate customer advocacy programs, including customer referrals, case studies, and testimonials.
• Collaborate closely with Sales, Marketing, Product, and Customer Support teams to align efforts and deliver a seamless customer experience. Advocate for customer needs and insights within the organization.
• Serve as the trusted point of contact for Pensa’s customers across the customer lifecycle - needs identification, pilot execution, service delivery, conversion, advocacy, and expansion.
• Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.
• Collaborate with Sales, Marketing, and Product teams to align customer success initiatives with overall business objectives.
• Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancements.
• Build a deep understanding of customers including their structure, key people, business needs, and initiatives, and act as a thought leader and evangelist for use of Pensa services.
• Assist in customer facing marketing interactions, including working at tradeshows and conferences, in booths, as well as general networking situations.

Requirements

• Strong experience in Customer Success, with a proven track record of managing and retaining enterprise-level customers.
• Demonstrated leadership experience, preferably in a small to mid-sized company.
• Strong understanding of marketing intelligence platforms or related industries.
• Excellent communication and interpersonal skills.
• 7 years of experience in customer success, account management, or related roles involving renewals and expansions within a B2B, SaaS, CPG, Retail or related company.
• Proven experience in building and leading teams.
• Strong understanding of customer lifecycle strategies, retention, and expansion best practices.
• Comfort and solid abilities across modern office applications - presentations, spreadsheets, documents, dashboards, video conferencing, etc.
• Entrepreneurial drive, broad skillset, strong desire to help company succeed and a bias for action.
• Bachelor's degree in a relevant field.
• Periodic travel to customer sites will be required, 25% travel possible.
• Position can be performed from any locale in the United States with an accessible airport.