Customer Success
hace 6 meses
**Regroup Mass Notification** — a global company with headquarters in Dallas, TX— is looking for a **Customer Success Director**. Regroup believes in working with talented yet humble people who care about our core mission: Keeping communities and organizations safe and informed.
B2B tech company experience is a must and SaaS experience a plus.
If you’re a passionate, hard-driving customer success director who thrives in an environment where community safety and institutional efficiency are always top-of-mind, check out what we’re offering below.
**What do you want to do? (aka key responsibilities)**
- Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience and driving growth through gross renewals and net retention improvements.
- Drive customer outcomes, product adoption and customer experience
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Recruit and develop a high-performing team of customer-focused professionals
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Foster collaboration within the Regroup team and across customers
- Drive operational practices to track the performance of teams and individuals
- Work closely with the sales management to align on strategies, renewal forecasting, coverage plans and account opportunities (i.e., opportunities and risks)
- Drive Account Growth Outcomes
- Develop trusted relationships with decision-makers with each assigned customer and serve as the lead point of contact
- Expand our revenue in accounts through new sales and up-sell opportunities
- Gather valuable feedback from clients for continual product improvements
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
**Show us what you’ve got (aka requirements)**
- 5 - 10 years of management experience leading teams
- 5 years experience in customer service, account management or a related field. Professional services experience is a plus.
- Experience in a fully distributed or remote working environment and able to stay on point and in touch with your team effectively
- Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business and geographies
- Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation and planning
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organization and with external stakeholders
- Experience successfully working with senior (C-level) executives
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
- Willing and able to address escalated client issues with speed and urgency
- Background Check
**Some of what we have to offer you**
- Great culture and environment
- Flexible work environment, including remote work opportunities
- Smart people to learn from
- Cutting edge experience
- Salary plus opportunities for commissions
- A mission-driven career that literally saves lives. At our core, we keep institutions afloat and efficient by making communications easy and effective. We keep individuals and entire communities safe by offering the best-in-class emergency notifications on any device.
**How you will succeed and grow at Regroup**:
We believe in leading with love and doing our best. If this sounds like you, then we should probably talk sooner than later.
**This is a 1099 contract position.**
**A Background Check is required.**
**Only resumes written in English will be considered.**
**A good computer and a reliable home internet connection are a must.
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