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As the Director of SMB Customer Success, you will play a pivotal role in ensuring the success of our customers. You will grow and lead a team of Customer Success Managers while maintaining a hands-on approach, actively engaging with our customers to understand their needs, drive adoption, and provide strategic guidance. Your ability to build strong relationships, understand customer pain points, and drive customer retention will be critical to our continued growth and success.

What You’ll Do Here:

• Lead and mentor a team of Customer Success Managers, providing guidance, support, and coaching to help them excel in their roles.
• Develop and implement a customer engagement strategy that ensures customer success and satisfaction.
• Champion the voice of the customer within the organization, helping to shape product development, features, and improvements based on customer feedback.
• Drive customer retention and expansion by boosting adoption of our full feature set and professional services offerings Develop and implement customer health scorecards and proactively address any issues or concerns to ensure customer satisfaction and retention.
• Develop and implement customer health scorecards and proactively address any issues or concerns to ensure customer satisfaction and retention.
• Utilize data-driven insights to identify trends, customer behavior, and areas for improvement in the customer journey.
• Leverage technology and automation to manage thousands of customers at scale in tandem with lifecycle marketing
• Owns the responsibility for growing Net Dollar Retention and reducing churn with our SMB accounts
• Develop a collaborative, customer-first, and sales centric team culture.
• Act as the primary escalation point for the team, orchestrating resources across the company as appropriate to ensure a successful Customer Journey.
• Manage competing priorities in an ever-changing environment, displaying expert prioritization.
• Define and track CS KPIs and identify improvements through data trend analysis.

What You’ll Need To Thrive:

• Experience: At least 8 years of experience in customer success or account management and 3+ years of leadership experience within CS.
• Experience: Has experience managing a high volume SMB customer base of approximately $10k-$50k ARR
• Collaborative: Ability to work well with all cross department senior leaders.
• Proven track record of leading a Customer Success team in a B2B SaaS environment.
• Data Driven: Strong understanding of SaaS metrics, including ARR, churn, NPS, NRR, and Expansion numbers. Uses data to drive decisions and insights to inform the business.
• Communication: Exceptional communication and relationship-building skills with customers and internal executives.