This strategic leadership role is not just about managing customer experience—it's about inspiring a high-performing team that embodies our commitment to excellence and driving cross-department collaboration. By leveraging data-driven insights, you will identify growth opportunities and enhance client interactions, all while aligning with our organizational vision to achieve exceptional results for our founders and SaaS Academy.
What you’ll love to do:
Crafting a Customer Journey that Drives Retention and Success
Operational Scalability for Systems and Processes
Strategic Leadership and Departmental Alignment
You’ll succeed as a Director of Customer Success if you have:
10+ years of experience in Customer Success, with 5+ years of experience at the Director or VP level within the SaaS or coaching sectors.
Technical knowledge of SaaS (B2B) business models.
Strong competency in customer success, gathering and interpreting customer feedback, and evaluating qualitative and quantitative service delivery.
Experience thriving in ambiguous scenarios, showing the drive to find and implement solutions.
Proven ability to leverage data and analysis to drive strategic decisions, enhance client engagement and satisfaction, and scale customer organizations effectively.
Understanding of SaaS business models and experience in managing customer success teams.
Expertise in leadership and management.
Strong communication skills, both verbal and written.
Customer-backwards mindset focused on enhancing client satisfaction.
Strategic thinking capabilities for long-term planning and execution.
Here are the attributes of a successful Director of Customer Success candidate:
