Director of Customer Success

Department: AMCS

Location: New York, NY

Description

Do you want to be part of the future of value transfer? Are you excited about solving problems that have never been solved before? Are you passionate about putting customers at the heart of everything you do? Are you looking for a values-led company that cares deeply about the growth of its employees while relentlessly prioritizing the needs and success of its customers?

The impact you will have:
The Director of Customer Success will lead and manage the Customer Success team, developing and executing strategies to maximize customer satisfaction, retention, and expansion. This role is pivotal in ensuring that our clients achieve maximum value from our solutions. By effectively driving customer success initiatives, you will be directly responsible for the company's largest revenue stream, contributing significantly to high retention, customer satisfaction, and overall revenue growth.

Key Responsibilities

What you will do:

• Develop and implement customer success strategies focused on driving customer adoption, retention, and expansion.


• Lead and mentor a team of Customer Success Managers (CSMs) and other customer success professionals, providing guidance on account management, onboarding, and customer retention.


• Collaborate with cross-functional teams, including sales, product, and marketing, to ensure alignment on customer needs and business objectives.


• Identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base.


• Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams.


• Implement scalable processes and systems for customer success, including onboarding, training, and ongoing account management.


• Monitor key performance indicators (KPIs) related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), Net Revenue Retention (NRR), and Customer Churn Rate.


• Develop and execute strategies to reduce customer churn, including identifying at-risk accounts and implementing proactive retention initiatives.


• Manage key business metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) to ensure overall customer success and revenue growth.


• Leverage customer success automation tools to efficiently manage high volumes of low-value customers, while ensuring personalized attention for high-value customers.

What you will achieve in the first 6 months:
Improve Data Quality and Analysis:

• Ensure the accuracy and completeness of customer data in CRM and other systems.


• Utilize data-driven insights to inform customer success strategies and initiatives.

Implement Digital Customer Success experience for small customers

Skills, Knowledge and Expertise

Our ideal candidate has:

• Proven experience driving customer retention, satisfaction, and revenue growth in a B2B SaaS environment.


• Demonstrated ability to manage both high-volume, low-value customers and high-value customers.


• Strong expertise in customer success automation tools.


• Successful track record of developing and executing churn reduction strategies.


• Experience managing key business metrics like Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).


• Excellent leadership, communication, and relationship-building skills.

Benefits

• You'll be paid a competitive salary, along with Share Options


• As well as a work pension scheme, enhanced parental leave, and 25 days holiday, you'll also get a day off to celebrate your birthday!


• We take your physical and mental health seriously - that's why we provide private healthcare and access to Spill Mental Health Support, as well as a $500 work-from-home budget to make that home office extra comfy


• Your personal development is important to us, so you'll have a $1000 annual budget to use, not just on professional qualifications, but on anything that pushes you towards your goals.