Unclassified - Boston, MA
posted 3 months ago
As the Director of Enterprise Customer Success at Veryon, you will play a pivotal role in shaping the strategy and execution of customer success initiatives aimed at driving product adoption, enhancing customer loyalty, and ensuring the retention of large enterprise accounts. Reporting directly to the Chief Customer Officer, your primary focus will be on increasing the 'stickiness' of our offerings, ensuring that customers derive maximum value from our products and services. This position requires a strategic mindset and a hands-on approach to lead efforts that will retain existing customers by boosting end-user adoption, expanding usage across additional teams, and fostering improved executive-level connections. You will define and implement initiatives that align with these goals, ensuring that customer success is at the forefront of our operations. In this role, you will oversee and guide dedicated Customer Success Managers (CSMs) and their teams for each product, collaborating closely to enhance the overall customer experience and drive product adoption. A key aspect of your responsibilities will involve a deep understanding of customer success metrics and KPIs, allowing you to develop and execute improvements based on data-driven insights. You will establish measurement plans to accurately assess outcomes and utilize data analytics to track customer health, predict potential churn risks, and implement proactive strategies to mitigate them. Collaboration will be essential in this role, as you will work closely with product managers, sales teams, and technical support to align customer needs with product development and sales strategies. Additionally, you will partner with the marketing team to create effective customer engagement and communication programs, while also identifying and qualifying upsell and expansion opportunities in collaboration with the sales team. Your leadership will be instrumental in driving a culture of customer success across the organization, ensuring that every team member is aligned with our mission to provide exceptional service and value to our customers.