Director of Customer Success

February 16

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

🌾 Iowa – Remote

Although this job is listed in Iowa, this company may be open to hiring remote in other states.

💵 $150k - $160k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

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ASG Technologies

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ASG Technologies Group, Inc. provides global organizations with a modern approach to Digital Transformation to succeed in the Information Economy. ASG is the only solutions provider for both Information Management and IT Systems. ASG’s Information Management solutions enable companies to find, understand, govern and deliver information of any kind, from any source – whether structured or unstructured – through its lifecycle from capture to analysis to consumption. The IT Systems Management solutions empower companies to support traditional and modern digital initiatives, operate their IT infrastructure more efficiently and effectively and reduce the cost of managing and running their internal IT systems landscape. ASG is proud to serve more than 3,000 customers worldwide in 60 countries and in top vertical markets including Healthcare, Financial Services, Insurance and Government.

Workspaces • Operations Management • Enterprise Data Intelligence • Data Protection • Content Solutions

1001 - 5000 employees

💰 Funding Round on 2017-04

📋 Description

• GlobalVetLink is seeking an experienced Director of Customer Success to lead our Customer Success team. • In this pivotal role, you will build trusted partnerships with customers, manage and inspire a high-performing team, and ensure exceptional activation, retention, and expansion rates. • You will drive strategic initiatives, leveraging data to mitigate risks and maintain a proactive engagement approach. • Inspire and develop a team of Customer Success professionals, ensuring they achieve individual and team objectives. • Establish and maintain strong relationships with key customers, demonstrating the value of our products and services. • Develop and enhance strategic motions to best-serve individual veterinary clinics, large enterprise clinic networks, and industry partners in a way that puts the customer first and is mutually beneficial to GlobalVetLink and its customers. • Lead churn mitigation efforts, using data to inform decisions and conduct quarterly risk reviews. • Prioritize proactive engagement, driving customer activation, retention, and expansion through well-documented workflows and regular updates. • Work closely with cross-functional teams to align on customer goals to deliver seamless service. • Refine strategy around onboarding of customers, improving product utilization and satisfaction. • Collaborate with the sales team to ensure a smooth handoff to the customer success team. • Command the customer value proposition and leverage data within the platform to facilitate value-driving customer interactions. • Create, implement, and track post-onboarding account management motion to ensure continued product engagement and usage within the customer's first 90-days. • Manage select high value customer relationships to drive customer satisfaction and continued product adoption and usage. • Develop, implement, and track customer expansion motion(s).

🎯 Requirements

• At least 7 years of experience in customer success or a related field, with at least 3 years in a leadership role, preferably within a SaaS company. • Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members. • Strong proficiency in using Salesforce for tracking customer interactions and creating actionable insights. • Proven ability to build and sustain customer relationships that drive retention and growth. • Experience in conducting structured risk reviews and translating findings into strategic actions. • Experience driving cross-sell and upsell initiatives, contributing to secondary revenue goals. • Preferred background in animal health, veterinary services, veterinary software, or related industries.

🏖️ Benefits

• 401k matching • medical, dental and vision healthcare coverage • generous PTO policy • paid holidays • volunteer time off • paid parental leave