
Executive Director of Customer Success
4 days ago
Job Summary:
As the lead of our customer lifecycle management program, you will oversee the entire process from onboarding to renewal. You will shape how customers, partners, and internal teams learn, succeed, and grow with our products.
Key Responsibilities:
- Own the customer enablement and education lifecycle from onboarding to renewal.
- Build omnichannel touchpoints across email, in-app, and web.
- Partner with Product, Marketing, and Other CS team members to map user journeys and critical learning moments.
- Launch content campaigns to improve product usage, reduce support tickets, and drive value realization.
- Drive content reporting, usage, effectiveness, sentiment, and CSAT.
- Manage the portal and self-serve engagement strategy.
- Lead the Voice of Customer (VoC) program and implement improvements.
- Collaborate with our field team, SIs, and partners to deliver technical training.
Requirements:
- 10+ years in post-sales enablement and customer education.
- Proven experience in both CX strategy and technical content development.
- Good grasp of B2B SaaS data platforms.
- Hands-on with LMS tools, instructional design, and a confident presenter with the ability to simplify deep tech topics.
- Comfortable leading live trainings and simplifying complex topics and technical storytelling.
- Strong analytical skills to report on content and customer engagement effectiveness.
- Bonus: certifications in cloud/data platforms, technical writing, or instructional design.
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