director customer success manager Salt Lake City, UT
Job description
Summary of Department: The Customer Success department works directly with our clients to ensure that they receive the maximum value from our software.
We are seeking an impactful people manager who enjoys unlocking the unlimited potential of everyone on the team. In addition to supporting the success of the team, success in this role is also defined as helping our customers realize tremendous value with Aumni's software—leading to increased adoption, retention, and expansion. We're looking for a customer-focused individual who can help us define, refine, and deliver on what success looks like now and in the future.
The Director of Customer Success drives business and customer success outcomes by coaching and leading a team of Customer Success Managers (CSMs). You will partner with other Customer Success leaders to develop scalable engagement strategies and will monitor key performance indicators for your team. The successful applicant will be someone who is a people and process-focused manager with Customer Success experience. We are seeking someone with experience building playbooks, driving change adoption, and generating results in every stage of the customer journey.
How You'll Help Us Win:
- Attract, manage, and retain a world-class team of CSMs.
- Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of Aumni.
- Coach, mentor, and develop personal growth opportunities for team members, including overseeing new employee onboarding and providing career development planning and opportunities
- Help define KPIs/success criteria, drive program strategy, measure results, and report outcomes to senior stakeholders.
- Provide effective performance feedback and maintain a culture of transparent communication and support of personal growth.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Work closely with Customer Operations, Sales, Marketing and the Product team to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
What You'll Need:
- 5+ years of Customer Success experience as an individual contributor directly managing client relationships
- 2-3 years of management experience in Customer Success or Account Management is preferred
- Project management experience with the ability to scale processes to improve efficiency
- Experience creating and implementing CS playbooks to drive improved customer outcomes
- Technical proficiency with CS software tools (e.g. Salesforce, ClickUp, Jira, Zendesk)
- Effective communication skills which includes the ability to communicate effectively in one on one situations as well as in group settings
- Bachelor's degree required; Advanced Degree preferred
