Director, Customer Success

Customer Technical Support & Professional Services Santa Clara, California


Description

Gigamon’s Director of Customer Success is responsible for ensuring we provide the highest quality customer experience wherever and whenever our customers need us.   

We are looking for a senior executive to drive our customer success and experience strategy. The focus of Customer Success at Gigamon is ensuring our customers achieve their desired business outcomes through the adoption and utilization of our technologies. This starts with the on-boarding experience through to their successful implementation and value recognition of their investment. Help us meet the goals of our customers in their journey of transformation. 

Responsibilities

  • Build and lead a world class Success organization, which includes onboarding new team members, fostering an environment of trust & collaboration, and continually focusing on improving & developing the team
  • Influence the customer lifecycle by mapping the customer journey, standardizing touchpoints for each stage in their journey, identifying opportunities for continuous improvement, advocating internally for the customer, and incorporating industry best practices
  • Increase subscription revenue retention, renewal rates, & reduce churn. Expand our revenue in accounts through cross-sell & up-sell. Influence future lifetime value through higher product adoption. Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability
  • Build out a system-based approach to measuring value, creating the cadence for review within the team, and ensuring a culture of success is fostered throughout Gigamon
  • Collaborate cross functionally with our Marketing, Sales, Product Management, Engineering, Support, and Services teams

Qualifications

  • 8+ years’ experience in leading customer-facing organizations
  • Experience in people management and development. Demonstrated leadership through creating high performing teams built on foundations of trust, accountability, transparency, and collaboration
  • Embody strong account management skills and a passion for providing exceptional customer support
  • Able to work with all levels of individuals all the way up to C-level suite
  • Experience within SaaS, Cloud companies essential; Cloud Security domain knowledge or working experience is strongly desired
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree or level of experience