Director of Customer Success

About the job

We're seeking a Director of Customer Success to lead our team in ensuring our customers' success. You'll play a critical role in shaping our long-term success by developing programs and practices to enhance our customer engagement and support. Our Customer Success team coordinates the post-sale experience for Terminal 49 customers, by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion. This Director role is absolutely vital to our long-term success and will be responsible for creating programs and best practices for up-leveling our CSM skillset and scaling our customer engagement.

What you will do

• Provide strategic direction, development, and management of post-sales operations
• Train the team on effective customer engagement techniques and ensure they understand our customers' needs, drive strong customer adoption, value realization, retention, expansion, and referrals
• Coach team on genuine and positive customer engagement strategies, including monthly check-ins, and developing demonstrable knowledge of customer’s business, goals, and priorities
• Ensure smooth o...