Director of Customer Success Excellence

Job summary

The role involves leading the design and implementation of a global Customer Success Framework and best practices, focusing on churn measurement and reduction strategies. This position reports to the Senior Vice President of Customer Care and is crucial for ensuring consistency and quality across Customer Success initiatives for a portfolio of software products in the Architecture, Engineering, and Construction (AEC) industry.

Qualifications

• Extensive experience in customer success or related fields.
• Proven track record in developing frameworks and methodologies for customer engagement.
• Strong analytical skills with experience in churn measurement and reduction.

Responsibilities

• Collaborate with the Senior VP of Customer Care to align strategies with business objectives.
• Own and evolve the global Customer Success operating model and engagement frameworks.
• Define global standards for onboarding, lifecycle engagement, and value realization.
• Manage the Customer Success technology stack and support tools.
• Partner with regional leaders to adapt the global framework to local needs.
• Establish and govern global churn KPIs and operational processes.
• Collaborate with various departments to ensure seamless integration of Customer Success efforts.

Skills

• Strong leadership and collaboration skills.
• Excellent communication and coordination abilities.
• Proficiency in customer success tools and data analysis.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Experience with customer success platforms such as Gainsight, Totango, and Certinia.