Director of Customer Success
Description
The Director will build a signature, streamlined Customer Success program to drive increased adoption, help secure subscription renewals and expansion, and serve as a partner across the organization. Collaboration is key as the Director works closely with cross-functional departments and leadership to achieve shared goals.
The ideal candidate has remarkable leadership qualities, proven expertise in Customer Success, and the ability to build a modern program. If you’re a Customer Success leader who wants to do something big – this is for you!
The ideal candidate has remarkable leadership qualities, proven expertise in Customer Success, and the ability to build a modern program. If you’re a Customer Success leader who wants to do something big – this is for you!
Roles & Responsibilities:
- Build and implement a signature OPEXUS Customer Success program, including account segmentation, account reviews and health check reports, expansion coordination with Sales, and collaboration with Product Management and other partners
- Establish Customer Success tooling, including journey mapping and improvements, Success Plan/Account Review/Executive Business Review templates, KPI identification and tracking, adoption best practices, training needs, and more
- Work with Customer Marketing to coordinate customer communications and bolster stakeholder engagement
- Identify and develop team talent, both hard skills and soft skills, by providing ongoing coaching feedback and support in the moment, in 1:1s and in quarterly conversations
- Develop team onboarding and training plans for team members for effective and efficient ramp to get from productivity to proficiency
- Ensure the satisfaction and success of your teams’ client portfolios and engagements as measured via satisfaction anecdotes, NPS and retention rates
- Cultivate stakeholder relationships in client accounts, in industry/vertical, across vendors and partners, and others
- Manage with data and upskill team members on data fluency in client metrics, operations metrics and company financials
- Lead team activity to monitor, mitigate and manage at-risk client issues to prevent contraction and churn
- Support team to secure subscription renewals and support expansion opportunities by identifying account-based intelligence and executing client marketing campaign initiatives
- Serve as an advocate by working cross-functionally to relentlessly represent the voice of the customer and contribute to collateral, such as white papers, webinars, live events, guides, and other materials
- Live OPEXUS core values and foster an inclusive culture by promoting diversity of thought internally and externally, while modeling smart and healthy leadership practices
- Drive company priorities to promote continuous improvement and achievement of business goals
- Cultivate the OPEXUS employee and customer community through strong engagement and networking presence
- Develop your craft by staying current on OPEXUS product knowledge, Customer Success trends, SaaS and industry knowledge
Required Skills and Experience:
- 4-year degree plus 5+ years of progressive customer success experience
- Deep understanding of SaaS technology practices
- Proven leadership skills, dedicated team resource, and company culture champion
- Demonstrated ability to deliver exceptional customer experiences especially through challenging or complex situations
- Proficiency with Salesforce CRM and ServiceCloud case-management processes
- Experience using industry-standard and company-specific metrics to promote accountability and transparency
- Ability to develop, maintain, and strengthen relationships with stakeholders
- Can plan strategic initiatives and execute tactics while following set timelines
About OPEXUS
Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.
Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.
If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.
OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.