Job Summary
Are you a natural born leader with a passion for excellent Customer Success? Do you take pride in fostering prosperous relationships helping your clients succeed? If you are, you’re in luck! MeridianLink is looking for a Director of Customer Success Management to help lead one of our fastest growing departments! Come be a difference maker for the team that makes a difference for our clients!
Responsibilities
· The Director of Customer Success Management will achieve portfolio growth goals and maintain/grow SaaS revenue and customer retention rates
· Expected to work closely with the sales department to understand the technical and business challenges of the client
· The role will influence the future lifetime value of the portfolio of customers through higher product adoption, customer satisfaction, and overall customer health
· The Director of Customer Success Management will plan and present reports on overall team progress, results, and quarterly initiatives to share with other MeridianLink leaders/stakeholders
· Responsible for driving increased numbers of verified customer references with specificity on Decision Makers
· The role will facilitate upselling into the portfolio of assigned customers. Pass qualified leads to Sales for closure
· The Director of Customer Success Management will manage a team of Customer Success Managers (CSM’s) assigned to specified customers
· Expected to ensure the team uses all internal systems fully and effectively to keep customer data, accounts, and systems up to date. Ensures quality communications between key clients and internal teams. Drives resolution to high level problems, issues, and escalations
· Responsible for building the CSM team’s product and service knowledge and responsible for understanding key company objectives, initiatives, and playbooks
· The Director of Customer Success Management will develop processes, standards, KPIs, reports, dashboards, etc. to monitor and drive results
Qualifications
· Expected to have a broad knowledge of the field with proven leadership skills. Typically seen in larger companies or those with a more hierarchical structure
· Ability to provide guidance to subordinates within the latitude of established MeridianLink policies
· Ability to make decisions that impact others in the immediate team and influence methods and techniques
· Ability to work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
· Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
· Ability to develop and manages operational initiatives to deliver tactical results
· Ability to effectively communicates and present results and recommendations across discipline
· Expected to manage the activities of multiple sections or a discipline through subordinate supervisors and/or professionals
· Familiar with working with SaaS models and technologies in a fast-paced environment
· Bachelor’s degree and 8+ years of experience
