Customer Success Director Dach

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform which was rated as a Leader in Gartner “Magic Quadrant for Financial Planning Software”. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.

We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.

Do you enjoy finding solutions aimed at improving customers' life? Are you detail-oriented yet able to communicate at a high level? Do you have the personality, the systematic approach, and the know-how to align internal, external and partner organizations through the customer journey? If so, keep reading.

Board is looking for a resourceful **Customer Success Director** to join our Customer Success team**.** This is a senior level and high impact management position that is critical to Board’s growth strategy.

This is a unique opportunity to get involved in a highly visible, fast-scaling SaaS cloud company.

**Strategic objectives**
- Set the overall vision and strategic plan for the CSM function in the region, focusing on driving product adoption, leading a positive customer experience, and growth through gross renewals and net retention improvements.
- Build and lead a world class team of CSMs responsible for driving adoption, value realization and ROI within their customer portfolios
- Work closely with leadership peers in other areas of the business - Sales, Professional Services, Partner Success, etc to align on strategy and influence successful business outcomes
- Manage escalations from your direct reports and follow a methodical escalation process to Exec team
- Define and optimize the customer journey by driving programs and initiatives to increase engagement and lead a culture of continuous improvement
- Play a pivotal role in ensuring the company meets Targeted Gross Renewal Rates and Targeted Net Retention Rates

**Essential Requirements**
- Proven track record and experience in leading a team of Customer Success Managers, Account Managers or Consultants for Enterprise B2B SaaS organizations
- Skilled at setting vision and strategy, translating it into actionable initiatives and tracking successful outcomes
- Experience working with senior (C-Level) executives and within cross functional teams
- Possess a strong executive presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Experience partnering with both GSI and RSI partners to ensure successful Board implementations and customer journeys
- Be a point of escalation for your team and customers while managing conflict through a customer first lens
- Experience acting as an executive sponsor for project SteerCo and customer QBR meetings
- Excellent written and verbal communication skills with the ability to interact and influence at all levels of the organization
- Deliver on renewal, adoption and expansion targets
- Ability to recruit and develop Customer Success Managers in a rapidly growing organization

**Our Commitment to Diversity and Inclusion**

Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day

**Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.**

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