Director of Customer Success

Easy Expunctions - San Antonio, TX

Full-time - Director

San Antonio, TX

About the position

The Director of Customer Success at Easy Expunctions is responsible for managing and retaining the client base while developing initiatives to enhance customer experience and drive revenue. This role involves leading a team, engaging with customers, and collaborating cross-functionally to optimize product quality and service delivery.

Responsibilities

• Lead, coach, develop and drive the performance of the Customer Success team.
• Empathize with the customer experience and cultivate a team of best-in-class customer advocates.
• Regularly engage with customers to build relationships, understand product usage, and resolve escalated issues.
• Ensure customers are successful with documented communications that enhance their understanding and experience.
• Own accurate forecasting, account assignments, and management processes to energize various initiatives.
• Conduct engaging presentations for appropriate stakeholders.
• Lead and build strong strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback.
• Support product market readiness, sales handoffs, customer marketing, training actions, and services deployment for a seamless customer experience.

Requirements

• Experience managing customer relationships and promoting new product uptake.
• Ability to leverage user data for monitoring customer engagement.
• High social awareness and ability to tactfully navigate difficult conversations.
• Track record of effective communication and collaboration in cross-functional teams with quantifiable data metrics.
• Flexibility and ability to thrive in small company settings.
• Exceptional verbal and written communication skills.