Director of Client Success
vor 4 Wochen
Become a part of airfocus, a distinguished organization acknowledged by Kununu as a TOP 5% best-rated company, with an impressive rating and high recommendation on Glassdoor - contribute to our success narrative.
airfocus, the pioneering modular product management platform, is expanding globally. We have established ourselves as a rising industry leader with a validated business model and an exceptional team. With a diverse clientele including notable names, we are poised to enhance our go-to-market strategies.
We are seeking a Director of Client Success who will lead the transformation of our current support-oriented team into a proactive client success division. Your focus will be on minimizing customer attrition, boosting client satisfaction, and driving growth. The ideal candidate will possess a robust background in client success, an analytical approach, and a proven history of guiding and nurturing high-achieving teams.
Key Responsibilities:
- Formulate and execute a holistic client success strategy, shifting from a reactive support framework to a proactive success model.
- Identify and monitor essential client success metrics (e.g., attrition rates, Net Promoter Score, product engagement) and leverage data-driven insights to pinpoint areas for enhancement.
- Establish methodologies to analyze client behavior, usage trends, and potential attrition risks, facilitating proactive measures.
- Recruit and manage a high-performing client success team, offering mentorship, training, and professional development opportunities to enhance their capabilities.
- Adopt client success tools, technologies, and best practices to promote efficiency and scalability.
- Over 5 years of experience in client success, account management, or a related domain, with a minimum of 2 years in a leadership capacity.
- Demonstrated success in building and leading high-performing client success teams.
- Expertise in crafting and executing client success strategies, processes, and metrics within a SaaS context.
- Strong analytical and problem-solving abilities, with the capacity to extract insights from client data.
- Exceptional communication and interpersonal skills, with the ability to foster strong relationships with clients and cross-functional teams.
- Familiarity with client success tools and technologies (e.g., CRM systems, customer support software, analytics platforms).
- Be part of a diverse and skilled team, with ample opportunities for personal growth, impact, and learning.
- Enjoy a remote-first work environment, allowing flexibility in your work location.
- Benefit from flexible working hours.
- Enhance your personal development in a culture that promotes continuous learning.
- Receive competitive compensation along with a learning and development budget.
- Participate in project squads with rotating team members.
- Utilize a MacBook Pro or laptop of your choice, along with access to healthy snacks and beverages.
- Engage in recurring virtual events and annual team meet-ups.
At airfocus, we are redefining how teams make decisions. From prioritizing features, ideas, and projects to creating effective roadmaps, our work is shaping the future of collaboration and strategy. We have assembled a collective of optimists and doers to tackle challenges along this journey. We believe in experiential learning, as real-world experience is the best teacher.
We strive for product excellence, superior user experiences, and compelling storytelling, as we believe these are the best ways to deliver value to our clients and employees. Our team consists of talented individuals who are highly motivated to grow both our company and themselves while enjoying the process.
Join us in shaping an extraordinary company, wherever you can be most productive.
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