Director of Customer Success - RethinkCare

RethinkFirst - Dallas, TX

Full-time - Director

Remote - Dallas, TX

About the position

The Director of Customer Success at RethinkFirst will be responsible for driving a world-class customer journey for enterprise companies. This role involves developing and executing customer success strategies, leading a team of customer success managers, and ensuring high performance while adapting to the evolving needs of customers. The position requires a strong focus on customer retention, satisfaction, and relationship management, as well as collaboration with cross-functional teams to advocate for customer needs and drive product improvements.

Responsibilities

• Develop and execute strategies to drive customer success and retention, aligning with company objectives.
• Lead and mentor a team of customer success managers, providing guidance, support, and coaching to ensure high performance and customer satisfaction.
• Define and implement processes and best practices for customer success operations, including onboarding, training, and ongoing support.
• Collaborate cross-functionally with sales, product, and support teams to advocate for customer needs and drive product improvements.
• Monitor key performance metrics such as customer health scores, retention rates, and customer satisfaction scores, taking proactive measures to address any issues or gaps.
• Conduct regular performance reviews and set clear goals for the customer success team, fostering a culture of accountability and continuous improvement.
• Serve as a point of escalation for complex customer issues, working closely with the team to resolve issues effectively and in a timely manner.
• Develop and maintain strong relationships with key stakeholders, including executive sponsors and decision-makers, to ensure customer success and drive business growth.
• Stay informed about industry trends and best practices in customer success management, incorporating new insights into team strategies and operations.
• Drive initiatives to expand revenue opportunities within existing customer accounts through upselling and cross-selling efforts, collaborating with sales teams as needed.

Requirements

• Leadership experience in managing and mentoring Customer Success teams at the Director level.
• Experience overseeing and growing a multi-million dollar Annual Recurring Revenue (ARR) portfolio.
• Extensive experience in high-level customer-facing roles, ensuring seamless interactions and fostering long-term relationships with key stakeholders.
• Proven track record in developing and executing comprehensive customer retention strategies that enhance loyalty and lifetime value.
• Expertise in scaling customer enablement programs, including training, onboarding, and ongoing support to drive adoption and success.
• Demonstrated history of delivering exceptional customer experiences, aligning solutions with business outcomes, and optimizing customer journeys.
• Strong intellectual curiosity with a commitment to continuous learning, innovation, and staying ahead of industry trends.
• Deep empathy for customer needs combined with a strong passion for driving revenue growth, client satisfaction, and business success.
• In-depth understanding of SaaS business models and the key value drivers that impact customer engagement and retention.
• Highly analytical and process-driven, with a focus on leveraging data to optimize processes, improve efficiency, and drive strategic decisions.
• Adept at solving complex, open-ended challenges in dynamic, fast-paced environments, with a strong ability to adapt and innovate.
• Inspirational leader with a proven ability to motivate and guide teams, fostering collaboration and driving impactful outcomes.