BetterCloud is the first SaaS Operations Management Platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, and fully automating policy enforcement. Headquartered in New York with offices in Atlanta and San Francisco.

The Director of Customer Success, Large Accounts is responsible for leading a team that is responsible for driving adoption and successful business outcomes for BetterCloud customers. This role includes leading a team of Customer Success Managers, providing support for customer escalations & renewals negotiation, guiding strategy around upsells and growth, and serving as an industry thought leader. You will also be responsible for helping craft the overarching Customer Success strategy in partnership with the VP of Customer Success.

Responsibilities:

Drive Customer Success Outcomes with your team

• Increase renewal rates and reduce churn
• Work to expand our revenue in accounts through up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health

Work with peers and leadership to Optimize Customer Journey

• Standardize activities for CSMs for each point in the journey
• Review and enhance the segmentation of the customer base regularly
• Identify opportunities for continuous improvement
• Learn from best practices in the industry

Manage Customer Success Activities for your team

• Onboarding
• Training
• Renewals
• Up-sell
• Advocacy

Requirements

• 6+ years experience in leading a team in a customer-facing, SaaS organization
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree
• Experience with Salesforce and Gainsight (or an industry leading Customer Success CRM) is required

Compensation | Benefits:

• Competitive salary
• Full benefits package
• Stock Options
• Career growth working closely with VP of Customer Success