The Exterro Director of Customer Success will manage Exterro’s Growth and Emerging customer success team in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.
This leader will be responsible for the team structure and will focus on a combination of automation, engagement, sales (retention, cross-sell and upsell strategies) and lead the team towards driving value for customers.
Roles and responsibilities:
-
Leading Exterro’s Growth and Emerging customer success team and developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
-
Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
-
Creating an optimized & data-led model of the customer journey via Gainsight (T-minus), then making sure all internal stakeholders are aligned on it. This role will also work with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).
-
Determining the metrics, health scores, and KPIs relevant to each segment and account (where appropriate), the entire team, and the entire business.
-
Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
-
Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
-
Implementing initiatives with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
-
Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
-
Focus on establishing a high-performing team of professionals that are highly engaged to the Exterro Customer Success vision and strategy.
Skills and Experience:
-
Minimum 3 years of experience working as a Customer Success Manager, with 1-2 years of leading a customer success team with proven performance and specific revenue goal achievement.
-
Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
-
Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
-
Business development knowledge and, ideally, experience growing a business.
-
Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
-
Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
-
Advanced Gainsight knowledge and capabilities with a track record of executing process improvements from opportunities identified.
-
Experience in identifying and building strategies to improve Customer Engagement from NPS, or other engagement scoring platforms.
To apply, please visit us on our career page: https://www.exterro.com/about/careers/
Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.
We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $121,900-$180,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.
Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.