Director, Customer Success

As Director, Customer Success, you will provide leadership and guidance to GovCon Customer Success Managers (CSMs) to drive improvements in NRR and GRR and build more referenceable customers. This role is a high-impact member of our Customer Success leadership team and will provide strategic oversight and input on the direction of Customer Success as a practice within Unanet. You will focus on building your team's skillset while positioning our Customer Success Managers as strategic advisors and true partners in helping our customers achieve their goals. The Director, Customer Success is the primary person responsible for quarterly bookings of both revenue and churn/reduction.

What You'll Do

• Serve as a segment leader, developing engagement models, playbooks and strategic programs to ensure a first-in-class Customer Success organization for Unanet GovCon vertical accounts
• Drive Unanet's continued growth as a hands-on leader, managing accounts and identifying expansion opportunities
• Drive customer renewals and identify opportunities for upselling additional products or services to increase customer lifetime value
• Hire, certify, mentor and lead a team of Customer Success Managers, developing them into strategic advisors capable of driving greater value to our growing customer base
• Track metrics and prepare regular reporting for senior leadership. Reporting of quarterly metric will require the use data to make informed decisions and communicate the forecast for the quarter and strategies towards metrics. This includes weekly review of upsell pipeline and churn and reduction forecasting with your individual team according to budget set by senior leadership.
• Track key metrics for team and individual performance, including individual GRR/NRR, usage metrics, customer satisfaction scores, retention rates, executive relationships, referenceable customers, and more as needed
• Provide guidance and direction to your team on customer account management strategies, tools and approaches for upsell, adoption and retention
• Develop long-lasting relationships with executive sponsors; promote cross-functional collaboration to drive adoption, expansion and customer satisfaction
• Understand client business needs, participate in solution development
• Develop and execute strategic account plans to drive adoption, usage, and satisfaction among clients, with a focus on expanding our footprint within each account
• Act as the voice of the customer within the GovCon vertical, providing feedback and insights to internal teams to drive product improvements and enhancements
• Proactively identify and address any risks or issues that may impact customer satisfaction or retention, working closely with cross-functional teams to resolve issues in a timely manner
  
  

Your First 90 Days

In your first 30 days, you will get to know each member of your team and be immersed in our current processes and the GovCon product offerings. You will begin building cross-functional relationships across our business with key leaders. You will participate in our Unanet onboarding program, uLaunch, and become comfortable with demonstrating the value Unanet offers to its customers.

Within your first 60 days, you will perform gap analyses of our current programs and playbooks, determine areas of improvement and development, and begin to lay out the strategic plan and key initiatives for the GovCon CSM team for the next 12 months. This includes strategies to drive NRR and GRR along with CSM development and training.

Within your first 90 days, you will have a firm understanding of our Customer Success strategy and vision and will partner with Customer Success leadership to bring that to life. You will provide guidance and mentorship to our team of Customer Success Managers and be able to fluently speak to Unanet's value drivers. Your efforts will directly impact our continued success in 2024 and beyond.

Who You Are

• 7 years of Sales and/or Customer Success experience in B2B Software
• 2 years of experience growing and leading a team as a people manager
• Proven experience building and optimizing Mid-Market and Enterprise account strategies
• Proficiency with Salesforce.com and Customer Success technologies (e.g., ChurnZero)
• Demonstrable track record of driving adoption, renewals, and expansion
• Strong ability to develop long-lasting relationships with accounts and executive sponsors
• Willingness and ability to travel up to 30%
• Creative, self-starter who energizes others with passion, quality, and commitment
  
  

Your Differentiators

• Prior experience in the GovCon industry preferred
• Prior experience in a $100M SaaS company preferred
  
  

Our Values

• We are a Team. Employees, customers, and partners working together.
• We are Customer-Focused. Customers are the heart of everything we do.
• We are Driven. Seeking exceptional outcomes.
• We Own our Success. Every employee has a stake in our company
• We do the right thing and have fun in the process.
  
  

The salary range for this opportunity is $140,100-$164,800 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.  

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.