About the job

We're seeking a Director of Customer Success to lead our team in ensuring our customers' success. You'll play a critical role in shaping our long-term success by developing programs and practices to enhance our customer engagement and support. Our Customer Success team coordinates the post-sale experience for Terminal 49 customers, by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion. This Director role is absolutely vital to our long-term success and will be responsible for creating programs and best practices for up-leveling our CSM skillset and scaling our customer engagement.

What you will do

• Provide strategic direction, development, and management of post-sales operations
• Train the team on effective customer engagement techniques and ensure they understand our customers' needs, drive strong customer adoption, value realization, retention, expansion, and referrals
• Coach team on genuine and positive customer engagement strategies, including monthly check-ins, and developing demonstrable knowledge of customer’s business, goals, and priorities
• Ensure smooth onboarding processes for customers to quickly and effectively start using our product
• Proactively address customer issues to ensure high satisfaction and mitigate churn risk
• Increase opportunities for expansion and up-sells by creating a bridge between Sales, Product, and Customer Success teams
• Support in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way
• Manage and develop CS team performance based on key metrics including onboarding efficiency, product adoption, NPS, account retention, and contract expansion
• Identify areas for process innovation and improvement to support sustained growth
• Work closely with Marketing, Sales, and Product teams to provide a seamless customer experience