Director of Customer Success - SaaS / Financial Services - Jersey City hybrid - OTE ($225,000 - $250,000)
Jersey City, NJ
JOB TITLE: Director of Customer Success LOCATION: Jersey City, NJ TYPE: HYBRID - will require approx 3 days per week on site in Jersey City
TARGET COMP: $125.000-$150,000 base + approx $100,000 bonus (paid our quarterly (25k/quarter) based off of Customer Success Team hitting their targets)
TARGET OTE: $225,000 - $250,000 + full benefits
CUSTOMER: Industry established 1000 employee fintech company (50 years in business) that provides cutting edge cloud-based trading communications and managed connectivity primarily to the Financial Services Industry
DIRECT REPORTS: This role will have 10 direct reports including: Customer Success Managers, Business Development Representatives, Inside Sales Specialists
The Director of Customer Success is a pivotal role for the continued success and growth of the firm.
In this role you will be leading a team of Customer Success Managers, Inside Sales and Business Development Representatives.
You will join a highly motivated, energetic team that takes pride in landing new customers, running strategic sales cycles and delivering the firms solutions to a wide base of accounts across various industries.
The Director of Customer Success team is an ambitious and solution-oriented professional who will drive a team to ensure customers successfully adopt our products and services with a positive experience, driving growth for the firm through adoption, expansion and retention.
The day-to-day for this role includes running client onboarding and support and driving proactive communication to clients and capturing and sharing feedback with the broader product and sales teams.
Ongoing responsibilities including developing and deploying Client Success strategies and processes, refining those processes and scaling them through the deployment of systems and tools by using research to gain insight into our customer challenges, identifying key stakeholders and challenging customers’ thinking about how the firm can best support and transform the way their business works.
Execute the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through expansion including upsell and cross-sell opportunities and net retention
Manage, recruit and develop a high-performing team and be the ultimate person responsible for the performance of the team
Mentor and develop a team through constructive coaching and build an environment where they can excel. Additionally, train and onboard entry-level customer success team members to match the standard of performance expected
Create a success plan in partnership with your customer including onboarding, training, driving platform utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value
Drive customer outcomes through the management of the customer lifecycle and customer experience through the influence of future lifetime value through higher product adoption, customer satisfaction and overall health scores and reduce churn and drive new business growth
Develop best practice operating strategies and provide direction for the business development team through hiring, onboarding, ongoing training and managing the BDR to motivate and exceed goals
Enhance process to achieve lead generation goals and report on metrics for potential clients through the BDR function by qualifying leads from marketing campaigns, contacting potential clients through cold calls and emails, presenting our company to potential clients and proactively seeking new business opportunities in the market
Partner with clients to inform, develop and deploy the best solutions for solving their business, technical, and operational challenges to drive top line revenue and profitability
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approached based on customer segmentation and leading a culture of continuous improvement
Identify, track and report on customer success related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
Design processes to work with internal partner teams to resolve customer issues in a sustainable and repeatable manner
Translate insights from your team and IPC customers into actionable insights that can be broadly communicated to stakeholders within the organization while fostering collaboration within the organization and across customers
Be a point of contact for escalation customers and be able to de-escalate challenging situations
Work closely with the sales management to align on strategies, products, coverage plans, and account opportunities
Achieve monthly/quarterly quotas of pipeline, expansion and net retention
REQUIRED SKILLS AND EXPERIENCE:
10+ years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets
5+ years of large account management and first-line leadership experience with demonstrated success in growth and retention
Proven experience in managing, building, and developing cross-functional teams
Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups
Ability to communicate complex products and services functionality clearly and concisely
Bachelor’s degree in Business or related field
PREFERRED WORK EXPERIENCE:
Experience in Financial Services
Experience with Salesforce CRM preferred
If you are interested in pursuing this opportunity, please respond back and include the following:
MS WORD Resume
Upon receipt, I will contact you to schedule a convenient time to discuss the position.