The Director of Customer Success is responsible for leading and managing a team of Customer Success Managers who are responsible for ensuring that our customers are successful in using Seeq products. The Director of Customer Success will work closely with all revenue departments, marketing, and product teams to develop and execute customer success strategies that meet the needs of our customers around value creation, governance, escalations, and release planning.
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Develop and execute customer success strategies that align with Seeq’s goals and customer objectives.
- Build and maintain strong relationships with key Seeq customers, serving as their trusted advisor and strategic partner.
- Drive revenue growth by identifying upsell and cross-sell opportunities within existing customer accounts.
- Lead and manage a team of customer success managers, providing guidance, support, and fostering a collaborative team culture.
- Establish and track key performance metrics and KPIs to measure the success of customer success initiatives.
- Analyze customer performance data, identify trends, and make data-driven recommendations for campaign optimization and improvement.
- Continuously evaluate and optimize customer success processes to enhance efficiency and effectiveness.
- Communicate complex ideas, strategies, and data effectively to internal teams and external customers through presentations and business reviews.
- Stay informed about industry trends, emerging technologies, and best practices in performance marketing to act as a thought leader and guide customers.
- Resolve conflicts, challenges, and customer escalations effectively and efficiently, demonstrating strong problem-solving skills and diplomacy.
- Foster collaboration and cross-functional alignment with other teams such as sales, marketing, analytical engineering, and operations to ensure a seamless and exceptional customer experience.
Requirements
- Minimum 5 years of people management experience
- Understanding of Enterprise SaaS business motions and customer lifecycle
- Proven customer management skills ranging from small to large and complex accounts.
- Passion for people – ability to develop, mentor, train and uplevel skills of Customer Success Managers
- Proven track record of meeting and exceeding targets.
- Excellent written and spoken communication.
- Ability to develop working relationships at all levels of management, both inside and outside Seeq
- Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight
- Bachelor’s degree, MBA or equivalent experience preferred.
Benefits
Why You’ll Love Seeq
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Fully Remote Freedom: Work from home. We’ve been remote since day one, and we know how to do it right.
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Amazing People: Join a team that’s as smart and driven as it is friendly and fun. Trust us—you’ll look forward to your Zoom calls. We even developed our own virtual office tool to facilitate face-to-face interactions. Ask us about Qube!
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Meaningful Work: Help solve real-world problems in industrial manufacturing while making the planet a better place. (No pressure, but it’s kind of a big deal.)
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Growth Potential: Be part of an exciting scale-up journey and grow with us. We’re just getting started!
The Perks of Working at Seeq
- Competitive salary plus bonus incentives
- Benefits:
- Internet and mobile phone reimbursements
- Generous home office allowance
- The best co-workers (we've analyzed the data, so we know it's true.)
- Pet-friendly workspace (your dog will be so happy to have you home)
- You love your job!
Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas.
