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Director of Customer Success (Open to Remote)

Company: Modern Campus
Location: Garland
Posted on: January 16, 2022

Job Description:

The Director of Customer Success will architect a customer-obsessed success organization and its solutions to leverage and scale in support of our revenue ambitions. This position will lead the Customer Success Team, our day-to-day operations and our culture of continuous improvement. This role will deliver seamless strategy, addresses escalated customer issues with speed and urgency epitomizing our Modern Campus value "we run toward problems."

The successful candidate will optimize the customer journey by creating programs and initiatives to improve engagement, usage and achievement of customer goals. Develops and drives customer success outcomes of reducing customer churn, scouting new customer opportunities for the sales team and driving new business growth through greater advocacy and customer championship of Modern Campus' products and service.

How you'll make an impact:
Leads, expands, engages and mentors the Customer Success team leaders by setting the strategy and prioritizing KPIs, hiring, inclusion, training, and developing a world-class customer-obsessed team of experts supporting strategic accounts
Architects our customer obsessed success team solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customers
Represents the voice of the customer and influences internal stakeholders by promoting a customer-obsessed mindset across the organization and advocates for customers when major cross departmental and systemic issues arise
Addresses escalated client issues with speed and urgency, personally responding to and managing escalations from your direct reports and following a methodical escalation process, orchestrating resources across the company, as appropriate
Deploys programs to help drive usage value with customers, customer goal achievement, new features, and new use-cases; collaborates across teams to identify and create customer growth and customer championship opportunities
Serves as an industry expert sharing best practices, industry trends, and resources for the Customer Success team and across Modern Campus. Drives plans, processes, and strategies that improve Customer Success KPI's, while advocating for customer experience and needs using regular data and in-market feedback such as NPS and CSAT metrics
Owns overall campus partner retention, churn, engagement, satisfaction, and health metrics
Develops, monitors, and directs customer success activities such as customer onboarding materials, quarterly State of the Partner business reviews (QBRs) of customers
Works closely with Sales, Account Management, and marketing leaders to drive proactive retention strategies - coordinates account plans, educates and connects customers to relevant information (e.g., forums, webinars, demos, etc.) to improve product-use success and ensure customer satisfaction with Modern Campus products and services.

What you'll need to succeed:

Passion for our purpose: We demonstrate our customer obsession through our work with our customers and campus partners.
7+ years of customer-facing experience in customer success, customer support or account management, preferably at a SAAS company or in Higher Education
4+ years of experience leading and growing customer-facing teams.
Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices to create an inclusive performance and metric-focused culture that strives to exceed retention targets
Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Manage and nurture executive relationships with customers, including management of executive-level escalations
Excellent communication skills, displaying confidence and skill in varying customer situations. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, GMs).
Excited to grow and engage with our community of customers and campus partners by building a best-in-class operation.
Determination and proven ability to create solutions, develop strategies, translate them into processes and initiatives, track successful delivery, customer satisfaction and retention

Preferred locations (remote candidates welcome):
St. Petersburg, FL
Toronto, ON
Lakeland, FL
Camarillo, CA

What you'll gain:
Competitive compensation and benefits
Rewards and recognition programs
Learning and development opportunities
Flexible Vacation Policy
You will make a difference everyday for universities trying to grow and students trying to learn.

Only qualified candidates selected for an interview will be contacted.

Company Overview:

Modern Campus -, the innovator driving Omni CMS and Destiny One, empowers higher education institutions to thrive when radical change is required to successfully respond to lower student enrollment and revenue, rising costs, crushing student debt and even school closures. Powered by the industry's only "student first" modern learner engagement platform, presidents and provosts can create pathways for lifelong learning, while marketing and IT leaders can deliver Amazon-like personalization and instant fulfillment. Award-winning products and an exceptional customer experience for its 550+ higher education customers, with more than 70 million students engaged with its platform, have earned Modern Campus a reputation for customer obsession. Learn how Modern Campus is leading the modern learner engagement movement at www.moderncampus.com.

Modern Campus - is committed to fair and accessible employment practices and are committed to providing accommodations for persons with disabilities. We will work with all applicants to determine appropriate accommodation for individual accessibility needs.

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Keywords: Modern Campus, Garland , Director of Customer Success (Open to Remote), Executive , Garland, Texas

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