Job Openings

Director of Customer Success

Recruiter Beth Hisaw (bhisaw@psgi.net) Tel: 901-257-3292

Memphis, TN

ProTech is seeking a Director of Customer Success for a Large Company Headquartered in Memphis.

Key Responsibilities/Duties:

  • Directly manage, coach and develop a team of 6-8 Customer Success Managers. Firm understanding of strengths, weaknesses, opportunities, and threats across a direct team and continually attract, onboard and retain top talent
  • Deliver the annual retention revenue commitment for assigned territory
  • Provide regular reporting to Head of CSM team on status and health of the account base as well as individual customer issues
  • Own and report on goal attainment, customer success metrics and CSM performance KPIs around retention, expansion and satisfaction
  • Develop, monitor, and continuously improving customer success practices and processes (CSM Playbook) to maximize our retention and growth within each segment
  • Drive process improvement initiatives that will help the team be more efficient
  • Work with Sales Leadership to review pipeline to ensure new customers are successfully transitioned to the Customer Success Team
  • Actively participate in high touch customer engagements when identified by the team, to ensure they are properly managed and supported
  • Work with Service and Solutions Leadership to ensure smooth handoffs and collaboration between teams to create a seamless customer experience
  • Serve as leadership representative in customer escalations, looping in other teams and leaders as appropriate
  • Lead cross-functionally to drive customer success
  • Help to advocate for and build a customer success culture at Mimeo

Required Skills / Experience:

  • Minimum of a Bachelor's degree in Business Administration or equivalent
  • Minimum of 5-10 years in sales, customer success and/or account management-related positions
  • Minimum of 2-5 years of experience managing customer success and/or account management teams or departments
  • High energy, passionate and self-motivated with strong work ethic
  • Performance and results driven
  • Creative problem-solving skills
  • Strong sense of ownership on issues affecting customer success; managing the resolution of issues
  • Experience working with cross-functional teams in order to create solutions to meet customer needs
  • Excellent verbal and written communication skills
  • Skilled in Excel, Word, and PowerPoint
  • Strong organizational skills