Director, Customer Success
Why is the Director, Customer Success important to us?
As we are expanding from being the most known D2C additive manufacturing marketplace in the world to being THE leader in additive manufacturing for B2B, we are looking for a Director, Customer Success that would help us grow significantly through this change. Reporting directly to our CRO, the Director of Customer Success will lead our core business and be responsible for the happiness and growth of Shapeways’ top customers. As you can imagine, it’s one of our most strategic positions for growth!
We are looking for a dynamic, creative and intelligent leader; team player that thrives in a fast-paced, innovative working environment and is passionate about customer happiness, relationship building, and increasing customer satisfaction through data-driven approaches.
While we value anyone with passion and talent for customer success, for this specific role we are looking for candidates with a proven track record in building and scaling customer success teams.
As we enter the next era of Shapeways, this is an amazing time to join our leadership team and be part of building our path to success.
As the Director, Customer Success you will:
Be responsible for the growth and LTV of our most strategic global SMB and enterprise accounts.
Build new and improve existing processes for managing accounts life cycle; within the complexities of our business.
Develop dashboards for tracking account activities, customer health, forecasting renewals, expansions, and retention.
Manage, coach, and mentor our global customer success team.
Work cross-functionally and serve as the liaison between our team, our clients, and Shapeways management, product, support, marketing, and operations teams.
Provide business insights to senior stakeholders; using data to help drive decision-making as it pertains to white glove customer service, customer retention, and increased sales.
Report to Chief Revenue Officer
You might be a good fit if you (have, possess, are):
10+ years of experience in client-facing roles including management consulting, sales, account management or partnerships; high-growth or early-stage startup experience is a plus
A strong people leader with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance
Built teams from the ground up and have experience directly managing a dispersed team of 5 or more people
Have implemented robust methodologies of managing an account through their lifecycle
Love working directly with clients; you create and maintain long term relationships
Comfortable making tough decisions that balance the trade-off between quality and quantity
Organized and have demonstrated the ability to balance multiple projects at once
A natural problem solver at the core; with a strong bias for action
Excel in a role that is both strategic (30,000-foot view) and in the weeds (no job is too small)
A strong analytical and execution background - the ability to identify and implement growth opportunities
Nice-to-haves:
Experience or passion for additive manufacturing
Experience in working with gainsight, totango or other customer success tools