The Job
Data loss can be devastating. Whether it's caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That's why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.
OwnBackup is seeking a highly qualified and motivated Director of Customer Success - Commercial. We will not be successful unless our customers are receiving massive value from our Products and Solutions. As such, we need an experienced senior director to own driving success for our customers. Ultimately, we're looking to convey the story of our value proposition by way of strategic business reviews and relationships, bridged by actionable data and results. To be successful in this role, you will need a blend of skills including leadership, influence, business insight, communications, and project management.
Specifically, you will organize, lead and facilitate cross-functional work streams, manage multiple projects in parallel while working closely with key senior leaders. You will be responsible for executing the strategy in your region and an ambassador for improving processes and developing a world-class customer success organization.
Your Day-to-Day Role
This leadership role will be responsible for managing multiple Customer Success managers while working with the leadership team including sales, product, R&D, marketing, and finance. Within this cross-functional team, the Dir Customer Success will lead and manage the following key activities:

• Develop and manage strategic account plans that demonstrate deep understanding of our customers and support their growth objectives and our own
• Manage and monitor the customer onboarding process
• Own and manage strategic relationships with our customers adding key executive stakeholders over the course of time as needed
• Proactively engage customers around business performance, adoption of best practices and alignment on customers strategic objectives to drive positive outcomes
• Leverage data, metrics and insights to build and strengthen the overall Customer Success Playbook
• Collaborate with executive leadership on driving renewals/long term agreement extensions
• Innovate with internal stakeholders on developing new and effective business insights to enhance powerful storytelling to customers
• Drive new business growth through greater advocacy and customer reference-ability
• Define and Optimize Customer Lifecycle - Map customer journey, Develop listening points in the journey (e.g., usage, satisfaction, etc.), Define segmentation of customer base and varying strategies, Identify opportunities for continuous improvement
• Manage Customer Success Activities - Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell
• Lead World-class Customer Success Team and recruit experienced leaders for each functional role

Your Work Experience

• Familiarity with Salesforce.com or other CRM platforms & their data structure
• Able to operate effectively both independently and within a team
• Takes initiative, intellectually curious. Demonstrated desire for continuous learning and improvement
• Superb communication and interpersonal skills
• A problem solver who loves to deliver excellent customer value
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Strong empathy for customers AND passion for delivering positive outcomes, revenue, and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset, highly experienced in building and delivering impactful presentations to enterprise executives
• Comfortable with travel to Customers (20% of the time when it is safe)
• Proven ability to build and develop a service organization

Important Details
This is a full-time position. The ideal candidate will work out of our Englewood Cliffs, NJ office to maximize collaboration and interaction with the business.
OwnBackup is dedicated to creating an environment where employees thrive. It's why we provide every employee with unlimited PTO, generous medical benefits, and a 401(k) savings plan with a 4% employer match. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.
New employees also have the opportunity to attend our award-winning new hire bootcamp, which customizes the onboarding experience by role, provides new employees with invaluable hands-on training within their first few weeks at the company, and gives employees the chance to meet their new colleagues in-person.
Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team, one culture, and one family that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.
A Bit About Us
Have a look at our website and read through the AppExchange reviews to get to know OwnBackup a little better. Founded in 2015, OwnBackup is backed by top-tier venture capital firms and has experienced 100% year-over-year growth, establishing early market dominance in a Salesforce ecosystem that includes over 150,000 customers. And while we've experienced tremendous growth providing backup and recovery solutions for Salesforce customers, we are now offering our world-class data protection solution across other clouds, like Microsoft Dynamics 365. At OwnBackup, our vision is to empower customers to own and protect their data on any cloud platform.
#LI-Hybrid