About the Role

At RFPIO, The Director of Customer Success is part of the leadership team on our Customer Success team. This role is responsible for managing Customer Success Management teams for the company. The Director manages and develops strong relationships with our portfolio of customers and serves as a senior advocate that customers can rely on to ensure their satisfaction throughout their experience with us.

This role is responsible for managing and controlling the execution and reporting of Customer Success Management strategies and tactics. The Director oversees the macro effectiveness of the Customer Success Management teams, measuring effectiveness toward company–directed goals and KPIs.

As a senior owner of the recurring relationship with RFPIO's existing clients and facilitator of effective internal communications across our RFPIO teams, this role serves a critical function in revenue and logo retention. An effective Director of Customer Success will understand the company's vision and goals and will maintain current knowledge of the company's market and target audience in order to lead, train, and coach members of their team.

Essential Functions:

• Lead a department of Managers, Customer Success who oversee the various segments of our entire customer base from high-touch to digital-touch segments.
• Lead the hiring and career development of resources in the Customer Success team.
• Develop career path and refine department job descriptions on an ongoing basis
• Track key KPIs and report to leadership team (renewal forecasting and actuals,, churn, upgrades, expansions, support tickets, onboarding timelines marketing efforts, etc.)
• Implement a robust renewal forecasting process in collaboration with Account Management to track renewals and forecast future months and quarters based on risk analysis.
• Manage variable compensation plans for those team members who may qualify
• Engage Sales team resources to identify additional revenue generating opportunities
• Collaborate with Product and Marketing in their efforts to engage existing customers with new features. This includes webinars and feature announcements.
• Provide ongoing feedback to Product Management and Support as it relates to features, enhancements, and areas needing additional support.
• Coach, hire and mentor a stellar management team by providing feedback, coaching and guidance according to individual's strengths and areas of improvement
• Identify areas of risk and opportunities with adoption and engagement, providing feedback to leadership
• Partner with our Sales team to support with pre-sales activities for high potential customers
• Participate and lead key items on our weekly, monthly and quarterly business reviews with cross functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmap
• Partner with internal teams to develop and continually refine a detailed roadmap that helps define the customer journey and planned achievement of milestones and business goals
• Monitor overall customer health across the customer portfolio to ensure the customer success team achieves goals as defined by senior Customer Success leadership
• Build ongoing strategic relationships with senior business and technology contacts within customers, helping them to realize the full value of their RFPIO solution

Other Duties:

• Proactively track key metrics within RFPIO to improve customer retention
• Collaborate with Account Management in nurturing a renewal strategy to ensure customer is prepared and satisfied to renew on schedule
• Collaborate with Account Management teams to identified upsell and cross sell opportunities and advise customers on how to augment their use of RFPIO to other areas of the business
• Collaborate with the internal Rev Ops Team to improve technology integrations to ensure the Customer Success Team has all the renewal, customer feedback, tickets, notes, and other data needed
• Other duties as assigned

Experience:

• Minimum 10 years experience managing teams with 6-10 direct reports and department sizes of 20-30+
• Extensive knowledge of commonly-used concepts, practices, and procedures within the realm of customer satisfaction, with an emphasis on SaaS business environments
• Demonstrated organization, facilitation, communication and presentation skills with ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities
• Ability to perform effectively without supervision and within established time limits and ongoing deadlines
• Ability to interact and communicate effectively and professionally, and provide exceptional service, both internally and externally in a virtual environment.
• 5+ years of experience with post-implementation stakeholder management at high-growth SaaS technology companies
• 2+ years experience managing remote employees across different time zones
• Experience managing multiple, simultaneous customer accounts and deadlines
• Experience engaging executives and process leaders on business and technology tactics
• Experience and familiarity with CSAT, NPS, NRR, GRR and other Customer Success related measurements
• Experience with Gainsight preferred
• Bachelor's degree

Knowledge & Skills:

• Strong software implementation project management skills
• Passion for helping customers
• Motivated, resourceful, and adaptable with a positive outlook
• Ability to effectively worked with diverse, global peers and customer base
• Genuine interest in coaching and development of individuals and team
• Desire to meet and exceed measurable performance goals
• Ability to prioritize tasks and manage time effectively and help others to do so
• Strong problem-solving skills
• Excellent organizational and time management skills
• Excellent written and verbal communication skills, including giving presentations
• Comfortable in all standard business applications, including Google's G Suite, Microsoft Office, and Slack