Director, Customer Success

A career at Loftware is more than just a job– it’s an opportunity to help shape the supply chain of the future.

Location:

Portsmouth, NH & Greater Boston area (within driving distance to Portsmouth, NH)

Please note:

Visa sponsorship is not available for this role.

Loftware is expanding its operations by appointing a Director of Customer Success, reporting to the Chief Customer Officer. The Director will be responsible for ensuring the satisfaction, adoption, retention, referenceability and expansion of our customers while collaborating with the CSS teams of Technical Support and Professional Services as well as Sales, our Partners, Customer Account Management and Product Management. The VP will represent the voice of the customer within the business, helping to drive continuous improvement and success.

• Develop and actively manage customer relationships as a strategic asset providing value towards 100% gross retention and 115+% net retention.
• Creation of new opportunities related to the value of license/subscription upgrades, new software modules, add-on sales and add-on service sales.
• Through onboarding and training, ensure that all customers are fully engaged and getting the value that they expect.
• Communication & Influence
  
  Competencies:
  • Executive Presence:
    Communicates confidently with C-level stakeholders.
  • Cross-Functional Collaboration:
    
    Builds strong partnerships with Sales, Services, Product, and Support.
• Analytical/Business Acumen
  
  Competencies:
  • Understand the direct revenue impact of retention and expansion
  • Present quarterly business performance to senior leadership that aligns with corporate goals.
  • Build out, implement, and document all customer success processes, tools, and roles globally.
• Core Competencies:
  • Strategic Leadership:
    Ability to set vision and direction for Loftware’s global Customer Success organization.
  • Coaching & Development:
    Ability to mentor direct reports and build strong leadership capabilities that align with company CS strategy and goals within their teams.
• Document key Customer Success measurements (NPS, Health score, adoption rate, retention rate, reference ability).
• Lead remediation efforts for customers needing internal Loftware resources across the organisation.
• Report internally on customer requirements in an organised fashion to assist product marketing and product management in defining future product requirements.

• The qualified candidate will possess a bachelor’s degree or equivalent, along with 7-10 years in a software technology (preferably SaaS) environment and experience leading a Customer Success or account management capacity.
  • Knowledge of the business value of the supply chain (labeling, artwork management and clinical trials systems a plus).
  • Knowledge of Supply Chain practices and the use of, ERP, CRM, WMS or MES systems.
  • Experience with a validated environment a ‘plus’.
• Customer-focused.
• Tenacious, intelligent and entrepreneurial in nature
• Driven to create sustainable corporate profitability and growth by making customers as profitable and productive as possible.
• Able to build trust and rapport quickly and develop influential relationships at all levels of an organisation.
• Strong business process and financial acumen in the areas of labelling, clinical trials and artwork management.
• Competitive drive and determination.
• Customer advocate – voice the concerns and wants of the customer to the company.
• Strong interpersonal skills.
• Strong problem-solving skills.
• Self-starter with a strong work ethic.
• Strong collaboration skills across cross-functional teams in other departments.
• Excellent written and verbal communication skills in English are an absolute must. Any additional languages are a plus.

• A dynamic role with ownership of key digital channels.
• Opportunities to work on international campaigns and modern marketing technologies.
• A collaborative team environment that values innovation and continuous improvement.
• Competitive compensation and professional growth opportunities.

• Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
• Our team is…