Are you an ambitious, competitive go-getter with a positive attitude? If so, we want to talk to you!

Headquartered in Silicon Valley, Satmetrix develops software used by businesses of all sizes to measure and manage the Customer Experience worldwide. Our software is used throughout an organization on desktops and mobile devices to improve products, reduce churn, expand sales and grow revenue. We put a premium on building great software that is both powerful and delightful to use. We are are especially excited about the change we are driving in our industry, and about the opportunity to bring customer experience success to a broad new global audience. To build a great software company, we think its important to start with great teams!

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

In addition, you will work directly with our customers to support our post-sales customer lifecycle as it relates to customer adoption, on-going support, optimization, and expansion, with particular focus on tier one accounts.

The ideal candidate will have previous experience managing and building teams and the highest caliber customer program management skills. S/he will be responsible for managing 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 goal
• 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
• Travel to customer sites as needed
• Make our customers successful!
  

• 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.