What are the responsibilities and job description for the Customer Success Director position at Highway?
Role Description:
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role will be responsible for managing the customer success team including support, account management, retention and revenue expansion. This role will report directly to the VP of Customer Success.
Your role:
- Manage the Customer Success team to retain customers, grow revenue and ensure customer stickiness.
- Train new hires and drive high performance of the customer success team with special attention to customer activity, monthly strategic business reviews, customer renewals and retention best practices.
- Manage the customer success team focused on customer relationship post go-live to ensure customer retention and high customer satisfaction and adoption.
- Serve as the escalation point for all retention matters, ensuring our customer success team has tools and resources to utilize in customer retention.
- Manage NPS score and customer health, report metrics associated up to the VP of Customer Success for visibility and associated action plans as needed.
- Utilize relevant systems and churn tools to deliver accurate data and reporting on customer risks and opportunities.
- Work closely with other internal teams to provide customer insights that state additional sales and service opportunities.
Qualifications:
- Highly experienced in creating a customer success function within a SaaS organization.
- Proven experience managing a Customer Success function within the transportation industry.
- Experience with tools such as Salesforce and Intercom and/or ChurnZero is highly preferred.
- Exceptional communication and interpersonal skills.
- Ability to motivate and mentor the Customer Success team while helping set performance goals
