Director, Customer Success

Reston, VA or Remote
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*This position can be remote within the US*

 

Mission...

Transform, build and scale a growing team of Customer Success Managers with ownership of the post-sale customer experience (CX).  From promises made to promises delivered your team helps new and existing customers derive maximum value as they deeply adopt and expand becoming lifetime ScienceLogic customers.  With years of experience servicing large enterprises, managed service providers and/or global service integrators, you know what it means to serve and increase customer satisfaction.   You are data-driven at the core and will be the key driver and architect of business transformation constantly making the customer and employee journeys ever better.  This includes but not limited to creating repeatable CSM playbooks improving onboarding and adoption, maturing how we measure operations and the entire customer journey, developing tight partnerships and seamless handoffs with Sales, Professional Services, Product Management, Development and Support – always improving and making easier how we do what we do.   As a servant-leader you create the right space for your team to grow, learn and achieve.  You derive happiness cultivating the success of others around you.   Have a thirst to constantly make things easier and simpler for your team and customers?  Great, because we don’t have all the answers!  Bring your expertise, strengths and perspective to make the customer journey even better. 

 

What you’ll be doing…

Include but are not limited to:

 

  • Lead, coach and mentor a high performing Customer Success team responsible for the post-sale customer journey. Provide clarity and examples of former success building up your teams
  • Improve data-discipline with monitoring customer progress in the customer journey, measuring team activities, and growth forecasting to achieve GRR targets
  • Evolve processes and systems so the team’s efforts are ever easier, consistent, reliable, measurable
  • Experience building repeatable CSM workflows through playbooks and automation
  • Partner with Sales, Professional Services, Development and Support teams to drive adoption, growth and successful renewal of accounts
  • Help identify and manage challenged accounts through a systematic, repeatable recovery strategy, delivering them to a referenceable state
  • Collaborate with sales team on revenue retention programs by supporting up- and cross-sell activities and by cultivating leads in shared accounts
  • Proven success working with partners in the business on VOC (voice of the customer) initiatives
  • Ensure new employee onboarding and education is smooth and seamless

 

Qualities you possess… 

 

  • Bachelor’s Degree in Business, Computer Science, Workforce Education, Information Systems or related major, or comparable education and work experience
  • 5-10 years of direct management experience of customer success/account management teams in an enterprise software company
  • Servant-leader mentality, driven to help those around succeed in their careers and as valuable members of our global team
  • Passion for CX and an understanding of the industry landscape and best practices (TSIA, LAER, Customer Journey Mapping, standard KPI’s)
  • Advanced level of business analysis and statistical thinking, with proven track record of “if you can’t measure it, you can’t fix it”
  • Experience working with a Salesforce/ServiceCloud CRM platform
  • Experience with CSM Automation platforms, such as Gainsight, Totango, ChurnZero, etc,
  • Established project management experience required. Certifications a plus, PMP, Six Sigma, ITIL, etc, with ability to structure and manage multiple projects and work assignments concurrently
  • Excellent communication skills, including writing, proof-reading skills and speaking
  • Consummate team player at the core, with years of cultivating strong partnerships w/ Sales, Product Management, Development and Support
  • Ability to confidently and successfully brief client executives and ScienceLogic executives on program progress, recommendations, and customer status
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
  • Up to 25% travel is possible, but less is generally anticipated

 

About ScienceLogic

ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to resolve and predict problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.

 

www.sciencelogic.com

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