About our client: Our client is well funded and high growth NYC saas startup offering cybersecurity solutions for the digital media landscape to prevent and eliminate fraudulent and invalid internet traffic. They are currently building out their NYC office and offer fantastic office culture, full benefits, matching 401k, and more. This is an great opportunity to get in early and make an impact!
They are seeking a data-driven Director of Customer Retention to increase customer lifetime value by maximizing retention, recurring revenue, and overall engagement. You will build a department leveraging data and technology to deliver results and achieve Customer Success goals, while mentoring and building a team to scale.
Responsibilities:
- Lead efforts to increase customer lifetime value by maximizing retention, recurring revenue, and overall engagement for thousands of customers.
- Leverage data and insights to design highly targeted retention and growth strategies to deliver results, achieve Customer Success goals, and measure performance.
- Implement technologies to automate customer success and retention processes, drive customer engagement programs, and scale customer communications.
- Establish financial and operational metrics to enable reporting best practices for accurate tracking and measurement of customer health and engagement. Provide ongoing performance forecasting and meet our retention/renewal targets.
- Build/manage a high performing customer success team to achieve goals for customer retention, customer satisfaction and growth
- Inspire, motivate and lead a team of global Customer Success managers and support professionals to provide the highest level of customer service for a Tech/Low touch segment.
Requirements:
- 5+ years experience in a SaaS organization as a leader of B2C/B2B customer success/retention with a track record of scaling operations to meet the needs of a high growth organization
- 10+ years leadership in post-sales, customer success, account services and/or support in a software as a service (SaaS) organization.
- Experience building a tiered support program for a technically complex product
- Operational experience defining and reporting critical financial and operational metrics
- Experience building, implementing and standardizing key processes to ensure a consistent, reliable, and high value journey for customers
- Proven leadership, decision-making, execution skills and ability to drive accountability
- Superior communication skills: Ability to synthesize and structure complex information and deliver it clearly with the right level of detail depending on the audience, able to influence all levels through strong story telling & quantitative and qualitative evidence
- Self-starter who can independently drive collaborative work in complex organization systems / across teams with different objectives
- Experience leading initiatives centered around UX, customer engagement and retention; Innate desire to not only develop strategies, but to also own execution and outcomes
Compensation: competitive base salary, bonus + employee benefits, 401k match