Director of Customer Success

Location: Morrisville, NC

Department: Customer Success

Type: Full Time

Min. Experience: Senior Manager/Supervisor

inMotionNow ™ is the leading provider of workflow solutions for enterprise creative and marketing teams and a Triangle Best Places to Work!.

Our SaaS solutions enable businesses to better manage production workflows and get creative content to market faster.

Founded in 1999 as Proof-it-Online, our company introduced the industry’s first online proofing solution. In 2009, we developed and launched inMotion, a new workflow application to facilitate video and animation review.

This role is an integral part of our industry-leading product team and will work cross-functionally with both internal stakeholders across functions at inMotionNow and directly with our major customers and partners to ensure continued service excellence from sales to ongoing success. Reporting to the VP of Customer Success, this individual will be responsible for day-to-day operational activities, coaching and developing a team of customer success managers in driving customer engagement and renewal, and participating in activities to drive revenue through expansion and mitigate churn. This role will also assist in developing end-user training programs, contribute to defining and measuring success metrics as well as the overall CSM playbook, and play a lead role in hiring activities. In addition to management responsibilities, this individual may own a small set of key accounts.

 Key Responsibilities

Personnel Management

  • Provide leadership and guidance to Customer Success Managers; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved.
  • Perform essential performance management responsibilities - meet regularly with each team member to monitor and discuss performance and personal development; identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes.
  • Ensure that all CSMs are completing required customer tasks and activities as per the CS Playbook and able to achieve their quarterly targets for retention and expansion.

 Onboarding

  • Refine training and onboarding programs that result in successful implementation for our clients
  • Proactively research, recommend, and implement changes to processes, workflows, and systems while maintaining a high-touch client experience
  • Help create self-service tools to supplement instructor-led training
  • Directly execute enterprise-level and mid-level solution implementations
  • Monitor trends for onboarding activities completion and customer time to value
  • Ensure that account status and metrics for all accounts in customer success management systems are kept updated

Client Engagement:

  • Monitor and facilitate our client's adoption of the solution features and functionality with an understanding of their overall business needs and implementation goals
  • Prioritize and drive resolution on escalated client issues
  • Build trusted advisor relationships with key clients, ensuring overall satisfaction with our technology solutions
  • Identify happy customers/promoters who could serve as references, and work with Marketing to maintain and organize the database of referenceable customers
  • Ensure that customer success management system is updated with engagement activities and any risk.

Renewal:

  • Develop programs and processes focused on maintaining and improving high retention rates
  • Identify accounts at risk and implement a plan to retain the business
  • Execute strategy to re-engage customers with low engagement or activity
  • Conduct exit interviews and capture churn reasons
  • Develop strong working relationships with other departments to raise awareness of areas for improvement in the product or customer experience.

 Qualifications

  • Passion for delivering brilliant client service and customer success, and improving the way organizations work
  • A minimum of 5 years of relevant work experience, preferably in the SaaS or Marketing industry, successfully building and/or delivering against account health plans that include retention and upsell/cross-sell activities
  • A minimum of 5 years managing and developing teams, including: hiring, performance management, retention, and goal attainment
  • Expertise in working with large, complex accounts at the senior business level
  • Experience with advising C-level executives, especially around change management
  • Knowledge of SaaS product and platform features, capabilities, and best use
  • Proven effectiveness at leading and facilitating executive meetings and workshops
  • Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and/or projects and meeting deadlines
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications, and automation
  • Bachelors of Arts or Bachelors of Science
  • Flexibility for travel (up to 10%)

 

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