Director of Customer Success Management

San Francisco

Clicktale is well known for its market-leading position in providing Consulting Services on top of our technology. You will lead a global team of CSMs and analysts, who work to ensure the satisfaction of Fortune 500 companies through impactful engagements which drive business value through optimization of digital interactive strategies and tactics. The Customer Success Managers (CSM) manage the customer’s day to day activities with the Clicktale solution, understand the customer’s business, work creatively to provide solutions to challenges, and ultimately help businesses innovate and optimize experiences.

Clicktale CSMs align to a portfolio of customers within a specific region and are responsible for minimizing churn/contraction risk while driving production adoption. The CSM does this through proactively engaging with customers, providing training, reports and other consulting deliverables. Alongside their teammates, the CSM ensures that customers are seeing impact and results from Clicktale and will continue their partnership.

The Director of Customer Success Management is a senior strategic leader in the organization, in charge of customers retention through delivering continuous value by the people reporting to him. This leadership position combines C-Level relationships with enterprise business leaders, a deep understanding of the digital industry, people leadership, design of best practices that keep evolving with the evolution of our technology and strong project management focus.

What you will do:

Lead and coach a team of 30 Customer Success Managers and 5 research analysts

Daily client interaction and engagement management with typically 10%-15% travel to visit clients onsite.

Define priorities for multiple teams across the organization, including Implementation, Sales, Product and Engineering.

Execution of a Client-Centric Strategic approach with the main objectives of keeping customers delighted and renewing the service year over year.

Lead value based customer success management with end to end ownership of daily interaction with Fortune 500 companies.

Partner with the sales team to understand where at-risk customers exist and formulate a plan to mitigate churn.

Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, connecting trends and themes as you go.

Develop performance metrics and measurement schemes.

Handle multiple simultaneous projects and engagements.

Lead the development of new services offerings.

Develop a knowledge-base in multiple industries and across disciplines of strategy, planning and operations.

 

Requirements:

7 to 10 years in managerial positions

Passionate about customer success and how it can transform businesses.

3 to 8 years of digital consultation or analytics experience 

Fortune 1000 client facing experience

B.A./B.S. Degree in an analytical/economic /business management disciplines.

Experience in the Digital Industry and working with digital analytics solutions

Experience working with a variety of industry verticals.

Exemplary quantitative and qualitative thinking, analytical ability and problem solving skills.

Excellent verbal and written communication skills.

Flexibility, including ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment.

Empathy and a unique ability to understand customer needs.

Strong project management and organizational skills