Director, Customer Success
6 days ago
We are searching for an exceptional person to take a position as a leader of our Customer Success team and help Brightcove achieve breakout growth. This person must have a proven track record for delivering on or exceeding revenue goals and take pride in getting it done. The Director of Global Customer Success will be a strategic advisor to a team of CSMs, who possesses the natural ability to lead and nurture them to succeed every step of the way as they support their customers.
**Responsibilities**:
- Assist team in driving retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
- Work together with CSMs to manage complex renewals involving multiple teams early enough to support renewal and mitigate risks
- Collaborate closely with Sales leadership to partner on expansion opportunities
- Create, implement and own a renewal forecast to manage customer renewals. Ensuring visibility into risk and growth quarter over quarter.
- Drive internal process adoption of technology allowing for higher visibility and efficiency in workflow. Striving for pin-point accuracy of customer data for C-level stakeholders
- Cultivate an environment of teamwork, openness, creativity, and continuous improvement of everyone's role
- Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support etc to ensure the team is executing on customer needs.
- Proactively solve problems with team members and draws upon their ability to lead, empathize, with a sense of urgency to bring things to a quick resolution
**Qualifications/Experience Required**
- 7 years+ in a quota carrying Customer Success, Relationship Management, Account Management, or similar role within a SaaS or software company.
- 3+ years in a Management role at a SaaS company.
- Experience working with large Enterprise customers.
- Experience building processes and strategies to increase customer retention rates.
- A proven track record delivering on or exceeding team revenue goals and quota.
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
- Adept at handling escalations from key customers and partnering with frontline reps on negotiations and resolution.
- Detailed understanding of Enterprise business strategy, drivers, goals and initiatives.
- Proven ability to operate effectively in a fast-paced environment with entrepreneurial spirit, in which cross-functional teamwork and initiative is a must.
- Possess excellent communication skills to customize communication to the internal executives; effectively deliver escalations with clear concise requests.
- Retain a customer-first attitude while still exhibiting excellent negotiation skills.
- Degree in Business, Marketing or a related field.
Special Conditions:
- This is a quota-carrying role
- This role does involve travel, up to 15%
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