Director: Customer Success

Purpose

• The Director of Customer Success will drive strategic initiatives & process optimization to enhance customer satisfaction and retention across Enterprise accounts by optimizing Chat Commerce consumer journeys.
• This pivotal role supports our commitment to customer success by collaborating with cross-functional teams to ensure our solutions continually align with and exceed customer expectations, directly contributing to our overall business objectives. As part of the SLT, you are required to lead beyond your team by fostering collaboration across departments to achieve organizational objectives.

We Do The Right Things
Responsibilities of the Role

• Collaborate closely with the Product Management, Software Development and Sales Teams to drive customer success and satisfaction across Enterprise accounts.
• Utilize insights from customer interactions to provide feedback that will drive continuous improvement in our product offerings and customer engagement strategies, ensuring alignment with customer needs and business objectives.
• Provide strong leadership to the Customer Success team, including Presales Solutions Architects, Technical Solutions Architects, and Customer Solutions Managers. Set clear goals, expectations, and priorities for the team. Conduct regular performance evaluations for team members, providing constructive feedback and setting development plans as needed.
• Scale the Customer Success function as a shared capability, enhancing its capability to support growing sales targets and customer base.
• Support revenue growth by assisting in acquiring new clients and expanding business with existing clients, maximizing opportunities to ensure sustainable revenue growth.
• Foster a Raving Customer Culture by designing solutions that enhance customer experience and encourage user adoption, ensuring alignment with client objectives and facilitating their achievement.
• Provide strategic guidance and functional oversight to the Customer Success team, ensuring high levels of competency and alignment with industry and market trends.
• Develop skills and increase the capacity within the Customer Success team to maintain a competitive edge and uphold our reputation as industry leaders.
• Promote best practices across all platforms included in our product stack, ensuring that our team members are specialists known for excellence in the industry.
• Champion and drive standardised frameworks aligned to our SaaS platform and operating strategy to achieve repeatable, predictable processes and revenue.

We Are On A Learning Journey Requirements of the Role

• Broad-based business professional with 10+ years of experience in customer success management, particularly in designing and enhancing customer journeys within SaaS environments.
• Demonstrated capability in engaging with senior client decision-makers, building trust and confidence to lead strategic customer success initiatives.
• Proven track record of driving customer retention and satisfaction through innovative, transformational solutions, especially in the retail or financial services verticals.
• Strong analytical skills with the ability to leverage insights from market dynamics and past successes to improve service offerings and customer engagement strategies.
• Extensive experience in developing and refining consumer journeys in mobile environments, with a focus on optimizing the effectiveness of conversational commerce channels.
• Skilled in conceptualizing outcomes by integrating product functionality, consumer behavior, and investment returns to develop solutions that align with strategic business goals.
• Exceptional business acumen with robust analytical and problem-solving skills.
• People-oriented leader who excels in delivering superior customer experiences and demonstrating technical proficiency.
• High-energy, visionary leader with substantial intellectual capacity and a proven entrepreneurial spirit for spearheading new customer-centric initiatives.
• Experienced in developing scalable and repeatable customer success strategies that drive technical and practice wins within the SaaS domain.
• Strong leadership qualities, capable of fostering teamwork and collaboration in professional settings.
• Excellent communication skills, both written and oral, with an aptitude for building strong interpersonal relationship.

Why You Should Join Perks of the Role

• Healthcare, Retirement Fund and Risk benefit company contributions
• Quarterly performance incentives
• Reimbursable Communication allowances for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Home office set-up with laptop, monitor, chair and UPS