Director of Customer Success, SMB

$44,550 - $44,550/Yr

Unclassified - Wayne, PA

Full-time - Senior

Remote - Wayne, PA

About the position

As the SMB Director of Customer Success, you will be responsible for developing and implementing strategies to drive customer retention, growth, and loyalty within this segment. This role requires a deep understanding of SMB needs, strong leadership skills, and a passion for delivering exceptional growth and customer experiences. This position will report directly to the SVP of Customer Success and requires extensive collaboration with cross-functional teams. This position offers a salary of $135,000, a variable compensation plan of $44,550, and employee equity. You will lead a team dedicated to ensuring the success and satisfaction of our SMB customers. This includes (but is not limited to): leading, mentoring, and motivating a team of Customer Success Managers (CSMs) and Customer Success Specialists (CSS) to achieve individual and team goals; providing ongoing coaching and development opportunities to enhance team performance and capabilities; fostering a culture of accountability, collaboration, and continuous improvement within the Customer Success team; and developing and executing strategies to drive customer retention and expansion within the SMB segment. Additionally, you will establish processes and metrics to monitor customer health, identify risks, and proactively address issues to prevent churn. Collaborating with sales and marketing teams to identify opportunities for upselling and cross-selling to existing SMB customers will also be a key responsibility. Building strong relationships with SMB customers and serving as their advocate within the organization is essential, as is implementing programs and initiatives to enhance customer satisfaction, loyalty, and advocacy. You will gather feedback from customers to understand their needs, preferences, and pain points, using this insight to improve our products and services. Furthermore, you will develop and optimize processes, tools, and systems to streamline customer onboarding, support, and account management processes, ensuring adherence to best practices and standards for customer success operations. Monitoring key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement will be crucial, as will collaborating closely with sales, marketing, product, and support teams to align customer success initiatives with overall business objectives. Finally, you will provide insights and feedback to product teams based on customer interactions and needs to inform product roadmap decisions, and work cross-functionally to address customer issues and resolve escalations in a timely and effective manner.

Responsibilities

• Lead, mentor, and motivate a team of Customer Success Managers (CSMs) and Customer Success Specialists (CSS) to achieve individual and team goals.
• Provide ongoing coaching and development opportunities to enhance team performance and capabilities.
• Foster a culture of accountability, collaboration, and continuous improvement within the Customer Success team.
• Develop and execute strategies to drive customer retention and expansion within the SMB segment.
• Establish processes and metrics to monitor customer health, identify risks, and proactively address issues to prevent churn.
• Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling to existing SMB customers.
• Build strong relationships with SMB customers and serve as their advocate within the organization.
• Implement programs and initiatives to enhance customer satisfaction, loyalty, and advocacy.
• Gather feedback from customers to understand their needs, preferences, and pain points, and use this insight to improve our products and services.
• Develop and optimize processes, tools, and systems to streamline customer onboarding, support, and account management processes.
• Ensure adherence to best practices and standards for customer success operations.
• Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement.
• Collaborate closely with sales, marketing, product, and support teams to align customer success initiatives with overall business objectives.
• Provide insights and feedback to product teams based on customer interactions and needs to inform product roadmap decisions.
• Work cross-functionally to address customer issues and resolve escalations in a timely and effective manner.

Requirements

• Bachelor's degree in business, marketing, communications, or a related field; MBA or equivalent experience preferred.
• Proven track record of success in a customer-facing leadership role, preferably in a SaaS, dental strategic sales or dental technology company serving SMB customers.
• Strong understanding of SMB dental market dynamics, customer needs, and challenges.
• Excellent communication, interpersonal, and relationship-building skills.
• Demonstrated ability to lead and develop high-performing teams.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure success.
• Strategic thinker with the ability to develop and execute effective customer success strategies.

Nice-to-haves

• Experience working in a fast-paced, dynamic environment with the ability to adapt to change and drive results.
• Passion for delivering exceptional customer experiences and driving customer success.
• Self-starter with the ability to 'figure it out' but not afraid to ask questions.

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance