About the position
We are looking for a Director of Customer Success to contribute to the company's ongoing growth by leading and building an exceptional team that helps our customers be great at using and getting value out of our software. This leader will be hands–on with customers while also helping us build the Customer Success competency at Sustainment. Great candidates should have experience in sourcing and procurement, ideally in the manufacturing industry, an understanding and background in customer success, and a passion for teaching and coaching others. Our Customer Success team is unique, as it is part of our Product organization and is tasked with engagement of the entire Sustainment product community, all with the goal of helping current and future users. As a new role in a growing company, this job is perfect for driven individuals who work well independently, love the idea of building a business, and enjoy seeing their everyday work have an immediate positive impact. With elements of customer success, product, and marketing this role also features many amazing personal opportunities to grow.
Responsibilities
- Manage and lead the Customer Success Team
- Become an expert in every aspect of Sustainments’ products
- Own and refine Sustainment’s customer onboarding processes and content, both with enterprise (remote / in-person) and within the product (self-guided)
- Work with Sales to intake Enterprise customers, understanding their goals with the software, helping them build a plan to accomplish those goals, and working with them to see the plan through
- Drive a customer-obsessed culture, developing and reporting customer satisfaction metrics and serving as a customer advocate within the company
- Lead and conduct proactive outreach to stay connected with customers who are more self-guided, conducting regular wellness checks
- Partner with the go-to-market team (sales, marketing, etc.) as an expert in product education and customer challenges and opportunities
- Partner with the rest of the product team on customer feedback and provide input into the product roadmap
- Develop and deliver training for Enterprise customers, either formal or informal as needed
- Develop and create educational product content that can be used across customer and sales/marketing channels
- Devise and run campaigns to engage and educate registered users around Sustainment’s products, measure and optimize what works
- Develop customer-facing release bulletins and keep customers up-to-date on the latest and greatest product releases
- Some limited travel to attend trade shows when needed, meet customers and connect with the industry
Requirements
- Experience in Sourcing and Procurement, ideally in the Manufacturing industry
- Experience in Customer Success, coaching, and/or teaching in a software / technical context
- Exceptional customer relationship-building skills
- Skilled at teaching and explaining complex information in an easily understood way
- Excellent written and oral communication skills
- Strong analytical capabilities for technical problem-solving
- Highly organized and with the ability to plan with others, and help them follow through to meet their goals
- Ability to challenge others to change and grow by adopting new technologies
- Leadership and management skills and experience
- Ability to work cross-functionally in a fast-paced environment
- Bachelor’s degree a plus
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- Company holidays
- 401K matching
