Customer Success Director
2 days ago
About the Company
Cropin is a leading agricultural technology company that aims to revolutionize farming practices through innovative solutions.
We are seeking an experienced customer-facing professional to drive our customer success strategy and lead our team to achieve exceptional results.
Job Summary:
The successful candidate will be responsible for developing and executing a customer success strategy that drives revenue growth, increases customer satisfaction, and retains customers. They will also lead a team of customer success managers and ensure operational excellence.
Key Responsibilities:
- Strategic Leadership & Team Management:
- Develop and execute a customer success strategy that aligns with business objectives
- Lead and mentor a team of customer success managers to exceed performance goals and KPIs
- Conduct regular performance reviews and support team members' professional development
- Define and track team objectives, providing regular feedback and guidance
- Customer Health & Success:
- Maintain portfolio health with a focus on achieving an NPS score of 40 or higher
- Develop and align long-term account plans through stakeholder discussions
- Implement and monitor Customer Health Score tracking systems
- Act as an escalation point for customer issues
- Revenue Growth & Retention:
- Drive 100% contract renewal rate within 30 days of expiry
- Identify and pursue opportunities to increase share of wallet
- Partner with sales teams to support upsell and cross-sell initiatives
- Ensure proper documentation of ROI for customer contract renewals
- Operational Excellence:
- Develop and maintain customer success playbooks and best practices
- Establish quality standards and implement quarterly improvement initiatives
- Create and maintain knowledge repository for team reference
- Drive customer advocacy through case studies and testimonials
Required Qualifications:
- 8+ years of experience leading customer-facing teams in a SaaS environment
- Proven experience of leading team of 3-5
- Proven track record of managing and scaling customer success operations
- Strong understanding of customer success metrics, KPIs, and best practices
Preferred Qualifications:
- Experience working with enterprise / strategic accounts
- Track record of driving customer expansion and revenue growth
Salary: The salary range for this role is between $120,000 - $180,000 per annum, depending on experience and qualifications. This estimate is based on national averages and may vary depending on location.
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