About the position
As the Director of Customer Success, you will be a strategic partner to our customers, driving the adoption, expansion, and renewal of Crusoe's offerings. You'll play a pivotal role in aligning product development with customer priorities and needs, ensuring our solutions deliver maximum value. This position requires you to build and lead a tiered CS model, strategically deploying Customer Success Managers (CSMs) to cater to our diverse customer base, especially our enterprise clients. You will lead success planning, reporting, and metrics usage for capacity planning and product growth, while also implementing strategies to drive Net Promoter Score (NPS) growth in conjunction with our evolving product capabilities. This role is critical to Crusoe's growth and customer satisfaction.
Responsibilities
- Partner with customers to drive adoption, expansion, and renewal of Crusoe offerings.
- Drive product alignment across customer prioritization and needs.
- Build a tiered CS model with designated CSMs for enterprise customers.
- Lead success planning, reporting, and metrics usage for capacity planning and product growth.
- Implement ways to drive NPS growth alongside our product capabilities.
- Effectively communicate product roadmaps and feature enhancements.
- Develop documentation to empower both internal teams and customer self-service.
- Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities.
- Engage with Engineering and Product leaders to drive Crusoe's features roadmap.
- Proven track record working directly with executives across multiple business lines.
Requirements
- 8-10 years of experience leading Customer Success teams.
- Ability to develop and implement customer success strategies and processes.
- Strong customer advocacy and problem-solving skills.
- Excellent verbal and written communication skills.
- Demonstrated ability to influence and lead cross-functional teams.
- Proven ability to interact with executive stakeholders internally and externally.
- Ability to analyze customer usage data and KPI's.
Nice-to-haves
- Proven experience leading and scaling a Customer Success organization.
- Strong understanding of customer success methodologies and best practices.
- Ability to build and maintain strong relationships with executive-level stakeholders.
- Experience in developing and implementing customer feedback programs.
- Ability to translate customer needs into product and service improvements.
Benefits
- Hybrid work schedule
- Industry competitive pay
- Restricted Stock Units in a fast growing, well-funded technology company
- Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
- Employer contributions to HSA accounts
- Paid Parental Leave
- Paid life insurance, short-term and long-term disability
- Teladoc
- 401(k) with a 100% match up to 4% of salary
- Generous paid time off and holiday schedule
- Cell phone reimbursement
- Tuition reimbursement
- Subscription to the Calm app
- Company paid commuter benefit; $50 per pay period
