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Director, Customer Success

Customer Success | San Francisco, CA | Full Time

Job Description

Director, Customer Success

Who We Are:

CrowdFlower is the essential human-in-the-loop AI platform for data science and machine learning teams. The CrowdFlower software platform trains, tests, and tunes machine learning models to make AI work in the real world. CrowdFlower's technology and expertise supports a wide range of use cases including autonomous vehicles, intelligent personal assistants, medical image labeling, consumer product identification, content categorization, customer support ticket classification, social data insight, CRM data enrichment, product categorization, and search relevance.

Headquartered in the Mission District in San Francisco and backed by Canvas Ventures, Trinity Ventures, Industry Ventures, Microsoft Ventures, and Salesforce Ventures, CrowdFlower serves Fortune 500 and fast-growing data-driven organizations across a wide variety of industries. For more information, visit www.crowdflower.com.

For more information, visit www.crowdflower.com

Who We Want

Are you a customer focused professional with both executive confidence and operational expertise? Do you have a passion for ensuring customers are happy and maximizing value from the product? Have you ever managed highly effective teams? If you answered "yes" to all of these questions, we want to hear from you!

CrowdFlower is looking for an experienced, high-energy, and self-motivated Customer Success leader to join us as a Director, Customer Success and help accelerate our business growth. We're looking for a savvy leader that understands enterprise SaaS, has worked with technical customers, has a consistent track record of exceeding key CS metrics & goals within an enterprise-class B2B platform. This role reports to the VP, Customer Success.

Ideally, you have managed several CS teams to success. Experience defining the post-sales purpose, processes, people and systems to support them is critical for success in this role.

Role Overview & Responsibilities

You will execute a customer success strategy that is growing in global reach and apply the required team leadership necessary to execute on that strategy and achieve results. You'll be leading and coaching several post-sales CS teams responsible for ensuring optimal customer engagement at every point along the customer journey. Through operational excellence, you will help drive proactive customers success, ensuring maximum product adoption and customer happiness to drive contract renewal and expansion opportunities while minimizing churn.

You will develop a methodology that helps identify how our customers define success and then associate product features to specific customer needs and desires in order for our customers to achieve their defined business goals. You will build upon a customer segmentation methodology that effectively supports our customers and allows us to scale the team effectively as our business continues to grow rapidly. For example, as part of that effort you'll need to determine the optimal ratio of accounts to resources required to maximize business outcomes we expect.

When necessary, you'll effectively network within accounts from the C-Suite down to key individual contributors in order to achieve successful execution of the customer's vision and handle customer concerns. You and your team will be responsible for ensuring that our customers are deriving maximum value from their investment in the CrowdFlower platform and service offerings, identifying new opportunities for expansion in existing accounts.

Additional Responsibilities Include:

  • Coach and mentor direct reports to help position them for success, achieve professional, team and company goals.

  • Define, document, and educate the team on all of the critical processes and procedures to make the customer experience an effective and positive one.

  • Defining the optimal customer profile to ensure we're doing everything we can dedicatedly to drive success.

  • Implement the systems and technology required to support the delivery of successful customer outcomes.

  • Working with our Sales teams to ensure growth attainment and increased expansion in named accounts.

  • Define, track, and report on both the leading and lagging indicators required to measure the health of our customer base, and the effectiveness of our post-sales team execution.

  • Partner with all necessary departments within CrowdFlower, bringing to bear the necessary resources to ensure product adoption success.

  • Managing and resolving customer escalations that result in positive outcomes.

  • Serve as a voice of the customer participant in product roadmap prioritization discussions with the Product and Engineering teams.

Requirements & Experience

  • 7+ years of leadership experience with customer facing teams, ideally in customer success.

  • Experience managing several post-sales teams (e.g., CS pods) that each carry a book of business.

  • Demonstrable experience ensuring customer success with enterprise-class SaaS customers and preferably, experience with on-premise deployments.

  • Proven track record of exceeding targets around ARR retention, in terms of net retention and gross retention.

  • Executive-level interpersonal communication skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.

  • Credible and effective C-level advisor and coach, especially around change management (technical and business).

  • Ability to prioritize, multi-task, and perform effectively under pressure.

  • Strong knowledge and understanding of business processes, enterprise business applications and best practice developments in customer success.

  • Is savvy in the use of new technologies and trends in the tech industry.

  • Strong interest in the artificial intelligence and machine learning space.

  • Excellent written, verbal and presentation skills.

  • Exceptional organizational, project/program management skills and attention to detail.

  • Bachelor's degree from a top college or university.

  • Flexibility to travel (up to 25%).