Are you passionate about customer success? If so, Satmetrix is looking for you!

Headquartered in the San Francisco Bay Area, Satmetrix develops customer experience and intelligence solutions used by major brands to understand how customer experiences and feedback drive business results. As an industry leader, Satmetrix is venturing ahead with powerful new application for voice of the customer.  We’re excited about the change we're driving in our industry with easy to use cloud-based software that brings the powerful Net Promoter® based solutions to a broad new global audience.

As the Director of Customer Success, you will lead our customer success team and help drive various customer success initiatives, projects and strategies. The right candidate is passionate about customer advocacy and has a proven track record.  This is an exciting opportunity to unequivocally influence our customers and directly impact our overall company success!

Our Customer Success Managers (CSMs) work directly with our customers to support our post-sales customer lifecycle as it relates to customer adoption, on-going support, optimization, and expansion.   CSMs are the customer’s point person for all program-related inquiries, building trusted advisor relationships with all relevant stakeholders.  CSMs have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of customers’ strategic business goals. 

The ideal candidate will have the highest caliber customer program management skills.  S/he manages the customer experience across our customer base, meeting agreed adoption, engagement and retention targets. S/He is an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively. The successful candidate must have excellent interpersonal skills, possess excellent written and verbal communication skills, be extremely well organized and analytical with an ability to work well under pressure. S/He will institute and adhere to best practices, be a strong team player as well as a proactive individual contributor. 

Responsibilities:

• Set the overall vision and strategic plan for the Customer Success organization - build and scale an integrated Customer Success organization
• Deliver leadership and so that the Customer Success team is highly motivated and engaged.
• Serve as the lead spokesperson and ambassador for CS, representing the organization at the highest levels to prospective partners and customers. Empower the organization through effective communication
• Ensure that CS strategy and direction is integrated with overall organizational goals
• Advocate innovation and effectively lead through change
• Ensure successful customers, drive conversion, boost renewals and develop strategic insights that improve our product value
• Act as executive sponsor for key client projects
• Occasional travel to customer sites
• Make our customers successful!

Qualifications:

• Proven customer-oriented attitude
• Strong understanding and knowledge of the customer success role in successful cloud and enterprise environments
• Successful and inspired leadership of a management team
• Experience with customer success and relationship management of large strategic clients
• Experience successfully working with senior (C-level) executives
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment
• Able to be flexible and agile in responding to evolving business priorities
• Able to collaborate across organization and with external stakeholders
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Willing and able to address escalated client issues with speed and urgency
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities
• Data-driven with a commitment to process; drive/track consistent engagement process
• Advanced program management and customer success skills
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture
• Strong collaboration acumen and ability to multi-task
• Understanding of Customer Experience and NPS is a significant plus

Requirements:

• 7-10 years sales management or related experience; including at least 3 years leading a successful customer success organization
• Experience with CRM and preferably Salesforce.com
• Excellent verbal and written communication skills
• BS degree in business, marketing, finance or similar concentrations
• MBA preferred

Satmetrix takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by applicable federal, state or local laws. By fostering a diverse business environment, Satmetrix welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.