Director CSM at LeanData
Sunnyvale, CA, US
Director CSM
Reports to: Chief Customer Officer
Location: Sunnyvale, Ca
 
LeanData is revolutionizing enterprise Sales & Marketing Operations to help businesses accelerate their sales velocity and make the most of their marketing spend. This is a great opportunity to work with a fast growing, venture-funded company focused on making customers successful on the LeanData platform.
 
Our customers love us because we deliver GREAT service. We view a strong Customer Success team as a strategic and competitive advantage. This is truly the heart of our company.
 
We are seeking an ambitious, hungry and customer empathy-driven customer success leader. As the Director of Customer Success, you will be a team leader and own LeanData’s customer service and customer success functions. You have a proven track record of success and you’re ready to take LeanData’s CSM team through the next wave of growth. 
 
As the head of the Customer Success team, the Director of Customer Success is responsible for communication with customers and for relaying insights to the rest of the team. You are a player and a coach. 
 
The individual will help define the strategy, metrics and operating mechanisms for the function and help LeanData predictably deliver value to customers, driving our renewal rate, upsell rate, and sales reference rate, thereby leading to predictable revenue. You will ensure that customers are effectively on-boarded and get maximum value from products and services provided, as well as ensure the overall health of the customer relationship.
 
 This role works directly with cross functional leaders from sales, sales engineering, professional services, technical support, product management and engineering in establishing and executing best practices around customer success. As a successful candidate, you will have built out and scaled a customer success function in a fast paced mid-sized growth oriented company. You must be highly strategic, analytical, detail oriented, technically competent, and able to effectively influence both within the organization and with our external customers and partners. Operating with the highest integrity, you are action-oriented, innovative and customer focused.

 What You'll Do 
 
  •  Manage a team of Customer Success Managers responsible for the customer relationship
  • Lead your team to deliver outstanding experiences that drive strong renewals, upsells, adoption, new business growth by generating advocacy and customer references 
  • Assist customers in achieving the full benefit of LeadData’s solution, defining the customer’s critical success factors, metrics for success. 
  • Oversee implementation and adoption, anticipating customer’s potential issues and provide recommendations. 
  • Ensure that account issues are resolved quickly by leveraging or escalating to appropriate resources 
  • Promote a customer-centric mindset across the company and align initiatives across cross-functional teams 
  • Act as a liaison between product management and the customer by monitoring the customer’s use and adoption of solution features with an understanding of how they relate to their overall business needs.
  •  Ensure that a clearly defined success plan is in place to expand product adoption and grow the relationship including how the product roadmap will influence the customer.  
  • Identify upsell and growth opportunities and collaborate with sales and product teams to ensure growth attainment 
  • Measure effectiveness of Customer Success programs through metrics, dashboards and operational reviews
 

 Requirements 
 
  • 7+ years in customer success with at least 3+ years of experience scaling and managing a successful CSM team
  • Strong analytical and problem-solving skills; comfortable leveraging large amounts of data to drive decisions
  • Past experience being a customer advocate to Fortune 500 customers
  • Experience in large scale change management 
  • Passion for developing and mentoring CSM talent