Senior Director, Customer Success

Overview

The Opportunity – Senior Director, Customer Success

The Senior Director, Customer Success role at Euna Solutions is a critical leadership position responsible for developing and implementing strategies to enhance the overall customer experience. This individual will report to the Chief Customer Officer, and will lead a team of managers, supervisors, and contributors, ensuring customer satisfaction, retention, and growth. The Snr Director will collaborate with cross-functional teams to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values.

As a Snr Director of Customer Success, you will be responsible for leading a team of Managers of Customer Success, Team Leads, and Individual Contributors across Customer Success and Learning & Adoption (Training), working towards the common goal of providing an exceptional customer experience, high retention rates and driving growth and expansion across all our Euna Solutions products. Your excellence in leadership will play a vital role in the overall success of Euna Solutions.

Working with your direct reports, you will contribute to incorporating customer feedback into all aspects of the business, setting performance targets for the team, and ensuring they are meeting or exceeding these performance targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.

The ideal candidate will be passionate about customer experience, have a proven track record of success in this field leading and coaching managers.

• Bachelor's degree in business, communications, computer science, or related field.
• 7+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role.
• Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention.
• Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors.
• Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence to optimize the customer experience and the business.
• Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels of the organization.
• Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention.
• Experience working in a software or technology company is preferred.
• 5+ years of experience working with public sector customers in a B2B SaaS environment.
• Proven track record of leading successful customer success/support strategies and teams.
• Experience in a startup or fast-paced environment.
• Negotiation skills.

• Develop and implement strategies to enhance the overall customer experience, ensuring customer satisfaction, retention, and growth.
• Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals.
• Collaborate with cross-functional teams, including product development, sales, marketing, and support, to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values.
• Own and evolve all Customer Success related processes and tools.
• Drive efficiencies through tech-touch, including the use of Artificial Intelligence.
• Reconcile revenue and churn records from Customer Success with finance monthly.
• Monitor and report on key performance metrics related to customer experience, identifying areas for improvement, and taking corrective action where necessary.
• Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes. Approve team expenses.
• Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation.
• Foster a culture of customer-centricity across the organization, promoting a customer-first mindset and ensuring that all employees understand the importance of delivering an exceptional customer experience.
• Work closely with the CCO and Support to develop and implement customer success and support strategies that align with the organization's goals and values.
• Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications.
• Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk.

This position will be hybrid with 3 days/week (Tues/Wed/Thurs) in our newly renovated Atlanta, GA office.

We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity,…