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Director of Customer Success

| Greater NYC Area

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, Corporate 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. 

**This role is based in our NYC office**

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
  • 10+ years in customer success, consulting or account management
  • 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
  • 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 with an industry innovator 

BetterCloud is an Equal Opportunity Employer, including disabled and vets.


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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks

Location

We're in the heart of Chelsea where theres lots of great lunch and happy hour spots! Plus, the office is near tons of subways and Penn Station.

What are BetterCloud Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary + full benefits package, stock options, 401K, stocked kitchen, high end tech tools, team outings and more!

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