Director of Customer Success

September 16

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Jonas Software

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Enterprise Management Software • Club Management Software • Construction Software • Leisure Fitness & Sports • Attractions

1001 - 5000

Description

• As Director of Customer Success, you’ll own the retention and growth of EZFacility’s existing book of business. • Leading a team of Account Managers and Product Trainers, you’ll set strategies for each stage of the client lifecycle—from onboarding to renewal, product adoption to expansion. • Hire, lead, coach, and manage our customer success team to meet and exceed their financial, performance, and personal development goals. • Personally own expansion and renewals for higher-tiered customer accounts. • Develop and deliver account management reporting to leadership (attrition, budget, forecast, opportunity pipeline, results, performance, risk, and growth). • Establish activity metrics and goals, and measure individual and team performance to ensure achievement of goals. • Develop and implement account management best-practices for successful onboarding, retention, and growth of customers. • Establish strategies to optimize client onboarding and expand product adoption, including overseeing the production of training resources and curriculum. • Support sales in solution design, onboarding, and transition of new accounts into account management team. • Create a fun, exciting, high-service and results-oriented culture across the team. • Serve as the ultimate escalation point to both your book of business and the team’s issues/concerns. • Educate and coach customers on best practices for using EZFacility’s software. • Recognize and share trends in the market and be fully knowledgeable of competitive activities to regularly communicate information to the sales and management team. • Ensure 100% account retention – no cancellations.

Requirements

• At least 4-6 years of account/client management experience, with 3+ years of experience managing a team. • Experience with consistently exceeding renewal and expansion quota. • Experience establishing, managing, and maintaining strong customer relationships and handling sensitive customer issues. • Proactive, can-do attitude, with great follow-through and resourcefulness along with extreme attention to detail. • Experience in SaaS solutions is a nice-to-have. • Knowledge of Salesforce is an asset.