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Director of Customer Success
OnePlan
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Posted on Jan 12, 2025
The Director of Customer Success at OnePlan Solutions will lead a high-performing team of Customer Success Managers (CSMs) to deliver exceptional value to our customers. This role is pivotal in ensuring our customers achieve their desired outcomes, driving adoption, retention, and growth across our customer base. You will be a strategic partner to customers and internal teams, fostering a culture of customer-centricity.
Key Responsibilities
Team Leadership:
- Recruit, mentor, and manage a team of Customer Success Managers to ensure consistent delivery of exceptional customer experiences.
- Set clear goals and performance metrics for the team, providing regular feedback and coaching.
- Foster a collaborative and growth-oriented environment that encourages innovation and continuous improvement.
Customer Success Strategy:
- Develop and implement scalable Customer Success strategies to drive adoption, retention, and expansion of OnePlan’s solutions.
- Advocate for the voice of the customer internally, influencing product roadmap and company strategy.
- Leverage customer health metrics and feedback to refine processes and improve outcomes.
Customer Engagement:
- Serve as an escalation point for key accounts, ensuring issues are resolved promptly and effectively.
- Build and nurture executive relationships with strategic customers, identifying opportunities to drive additional value.
- Collaborate with Sales, Product, and Marketing teams to deliver a seamless and impactful customer journey.
Operational Excellence:
- Establish best practices, playbooks, and frameworks for the Customer Success team.
- Monitor team performance against KPIs and ensure customer satisfaction, retention, and net revenue expansion goals are met.
- Drive efficient onboarding, training, and adoption programs for customers.
Qualifications
Required:
- Bachelor’s degree in Business, Management, or a related field (MBA is a plus).
- 10+ years of experience in Customer Success, Account Management, or a related role, with at least 5 years in a leadership capacity.
- Proven track record of managing and developing teams to achieve ambitious goals.
- Strong understanding of SaaS business models and customer success metrics.
- Exceptional interpersonal, communication, and presentation skills.
- Strategic thinker with the ability to translate customer needs into actionable business strategies.
Preferred:
- Experience in the portfolio and project management software space.
- Familiarity with tools such as Salesforce, Gainsight, or similar CRM/CS platforms.
This job is no longer accepting applications
See open jobs at OnePlan.See open jobs similar to "Director of Customer Success" Aldrich Capital Partners.