Senior Director, Customer Success
Skills
- 10+ years in customer success, account management, or related roles with SaaS experience
- 5+ years leading and scaling customer-facing teams
- Proven track record driving retention, adoption, and expansion in SaaS environments
- Proficiency with CRM and customer success platforms
- Strong data analysis skills to derive insights and inform strategy
- Excellent verbal and written communication with executive-level presence
- Escalation management and complex problem-solving skills
- Cross-functional collaboration with product, sales, and marketing
Responsibilities
- Lead, mentor, and grow the Customer Success team, providing coaching and professional development.
- Develop and execute customer success strategies to improve satisfaction, retention, and expansion.
- Drive adoption and utilization of SOCi’s platform across the customer base.
- Serve as senior escalation point to resolve complex customer issues promptly and effectively.
- Collaborate with Sales, Product, and Marketing to align CS initiatives with business objectives.
- Analyze customer data to surface trends and implement improvements to processes and programs.
- Define, track, and report KPIs to measure team performance and customer outcomes.
- Gather customer feedback and feed insights into product development and service enhancements.
- Present customer success performance and strategic plans to executive leadership.
- Build and maintain trusted advisor relationships with key enterprise customers.
Education
- Bachelor’s degree in Business, Marketing, or a related field required
- MBA or advanced degree preferred
Benefits
- Comprehensive health, dental, and vision insurance
- 401(k) plan with employer match
- Flexible paid time off and quarterly wellness days
- Wellness incentives and employee engagement programs
- Flexible remote work environment and paid holidays
- Opportunities for career growth and development
Average salary estimate
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SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,...
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