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Director of Customer Success

Director

CentralSquare Technologies | Customer Experience | Lake Mary, FL

At CentralSquare Technologies we believe the impact of our product on our customer’s business is one of the most critical measures of our success.  To that end, it is of utmost importance that we ensure our customers are engaged and we are doing the right things to make sure they are getting value from our solutions and getting the outcomes they desire.  The Director of Customer Success is responsible for ensuring customer adoption, satisfaction and general health of the CentralSquare Technologies customer base of more than 7000 local government agencies.  We are looking for people who are naturally inquisitive, with the confidence to drive a team and also work across departments to challenge the status quo. We drive to build a team of people who are interested in helping our customers uncover new ways to utilize CentralSquare Technologies solutions, with a passion for improving business outcomes.

 

Responsibilities: Developing and implementing the customer success processes and metrics that will improve customer satisfaction and retention through the following:

  • Drive Customer Success outcomes
    • Maintain renewal rates and decrease attrition
    • Expand our revenue in accounts through cross-selling and up-selling
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Manage Customer Success Activities
    • Customer Success Engagement Management
    • Revenue Expansion tracking
    • Customer References and Advocacy
    • Product Adoption
    • Critical Escalation Management
  • Lead World-Class Customer Success Team
    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create efficient and comprehensive employee onboarding program
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Salesforce dashboards
    • Gainsight Usage and Elements implementation
    • Reference and advocacy solutions
  • Inspire Customer Success Across Company
    • Foster company-wide culture of Customer Success
    • Align with Marketing Team to enhance marketing efforts for existing clients
    • Align with Product Team around adoption and customer-focused product development
    • Align with Sales to target clients with high retention characteristics
    • Align with Finance around measurement and retention
    • Align with Executive Team around key metrics and objectives
    • Execute customer feedback loop within Business Unit
Skills & Requirements

Requirements

  • Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience
  • Minimum of 10 years Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Industry knowledge in Public Safety and Justice
  • Experience leading large customer success organizations
  • Customer Success experience
  • Management experience
  • Negotiation skills
  • Prior history building references in cooperation with sales
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Experience using customer success automation tools, preferably Gainsight
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Creative, problem solver with strong composure to manage difficult situations
  • Passion for technology and for being a part of a fast-growing company
  • Must be able to Travel up to 50% based upon customer needs, seminar schedules, industry events/trade shows or other necessary customer facing engagements