Sr Director, Customer Success
Description
The Company
The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!
About the Opportunity
Kantata’s Customer Success team exists to empower our customers to thrive through their experience with Kantata. CS partners with our customers on the key business results that they seek to attain with Kantata technology and the strategy needed to achieve those results. After aligning with key customer stakeholders on their results strategy, our CSM’s work with customer teams to execute those strategies, measure the customers results, and materialize those results with key customer stakeholders through Executive Business Reviews (EBR’s).
As the Senior Director of Customer Success, you will be responsible for leading a segment of Kantata’s business and team of Customer Success Managers focused on customer results, access to power, and adoption. You will play a pivotal role in ensuring the adoption, results attainment, and ultimate renewal of the Kantata solution for every customer. You will work collaboratively with cross-functional teams to drive customer centric strategies and successful outcomes.
This role requires a visionary leader who is passionate about delivering an exceptional customer experience. Your team acts as the link between the customer and the organization, ensuring that our customers are getting the best use of the Kantata solution and directly contributing to Kantata's growth and success.
What You Bring to this Role
- Previous leadership role focused on customer solutioning
- Experience in defining and executing winning strategies with customers
- 10+ years relevant technology or professional services experience; 5+ years B2B SAAS industry experience
- Ability to lead, mentor, and inspire a team of CSM’s to achieve and exceed Results/Adoption/Power and Renewal targets.
- Experience building strong executive relationships with key executives at customers.
- Ability to continuously assess and refine strategies to maximize customer adoption, satisfaction, and retention.
- Collaborate closely with Sales, Professional Services, Operations, Retention Management, and other cross-functional teams to ensure a unified approach to customer success.
- Communicate effectively with executive leadership on the progress and challenges of the EMEA Customer Success efforts.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal skills.
- Data-driven with the ability to analyze and interpret Customer Success metrics.
- Excellent problem solving and communication skills, customer orientation, business and organizational savvy and executive presence
- Experience with customer success tools (Gainsight) and CRM systems (Salesforce).
- Ability to travel as needed to meet with customers or attend industry events.
Our Philosophy
We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:
- An intentionally engaging and collaborative culture - ditch the silo!
- Strong work-life balance that’s a true focus of the company
- The chance to learn from some of the best people in the business
- A vibrant, collaborative and devoted team, who still makes time for fun
At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish.
Kantata is an Equal Opportunity Employer.