Senior Director - Global Customer Success

October 3

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WorkWave

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1001 - 5000

Description

• As the Sr. Director of Customer Success, you will lead the charge in establishing and scaling the function, building the team, and creating strategies and programs to make our customers successful. • We aim to turn all customers into advocates, and you will play an integral role in that effort. • You'll define and execute a comprehensive customer success strategy aligned to company goals, encompassing aspects of the post-sales customer journey across implementation, success management, and support. • You'll develop and implement a world-class post-sales experience specifically to make our customers successful on our platforms, fostering trusted partnerships across the WorkWave customer base.

Requirements

• 15+ years of experience scaling customer success functions at enterprise SaaS/data companies, including a demonstrable history of leading and inspiring high-performing teams • Strong communication skills and executive presence to command a room and inspire confidence • Experience in SaaS field service management experience is a plus • Global leadership and onshore/nearshore/offshore experience • A genuine customer obsession – their success is your success • Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner • Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals • Proficiency in presentation tools (Microsoft PowerPoint/Google Slides) • Familiarity with both sales-led and PLG go-to-market SaaS models • Experience with customer success strategy/operations

Benefits

• Employees can expect a robust benefits package, including health and dental and 401k with company match • Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays • Up to 4 weeks paid bonding leave • Free subscription to the Calm App for you and up to 4 dependents! • Tuition reimbursement • Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more! • 24/7 access to virtual medical care with Teladoc • Quarterly awards based on peer nominations • Regional discounts and perks • Opportunities to participate in charitable events and give back to the community