• Senior Leadership experience. 5+ years of management experience leading Customer Success teams and/or Sales teams
• Customer experience and engagement strategies. Proven track record designing CSM engagement models that not only deliver strong customer outcomes, but exceptional experiences that drive customer advocacy
• Operational excellence. Skilled at designing and implementing processes and systems that are scalable, repeatable, visible and measurable. Effectively utilize data to continuously improve performance
• Results and data driven. Effective at setting goals, tracking success metrics and motivating the team to achieve results. Understands how to leverage data to optimize strategy and execution
• Collaboration and teamwork. Partner effectively with other cross-departmental teams to deliver seamless customer experiences, and highly effective feedback loops to represent the Voice of the Customer in order to help improve Qualio’s products and services
• Agility and adaptability. Comfortable operating in ambiguity and adjusting to shifting business priorities
• Ability to attract, retain and develop top talent. Adept at identifying and attracting high performers while developing high-potential team members to maximize team performance
• Creativity/innovation. Generate new and innovative approaches to problems to achieve desired results and deliver exceptional customer experiences. You understand that Customer Success is a dynamic and innovative function in a SaaS company, and is inspired to continually learn and adapt new practices

Desirable

• The Director, Customer Success is responsible for creating “customers for life”
• As the leader of the global team, your primary focus will be on customer retention and expansion
• You will achieve this by implementing proactive strategies that enhance customer engagement and drive the adoption of the Qualio platform
• Your efforts will contribute to the overall success and growth of the company
• Support and enhance the overall vision and strategic plan for the Customer Success organization - focusing on increasing product adoption, leading a positive customer experience, and driving growth
• Discover and understand early churn signals and drive processes throughout the organization to reduce churn and increase customer advocacy
• Provide escalation support to ensure win-win scenarios for customers and Qualio
• Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement
• Champion the voice of the customer through partnerships with cross-departmental teams to define and develop strategies to improve revenue growth
• Utilize data to develop a nuanced understanding of key drivers for customer success and value, and build a scalable CSM engagement model to deliver results
• Hire, retain and develop a team of rock-star managers and individual contributors. Help create the next generation of Customer Success leaders by developing and mentoring managers, and promoting a culture of excellence, best practices and innovation for all team members
• Role KPIs:
• Net Retention Rate
• Expansion ARR/Attach Rate
• Renewal Rate
• Customer Health