Director of Customer Success

About Our Client

Our client is a software company that builds Supplier Discovery and Supplier Relationship Management (SRM) solutions for the manufacturing industry. The company helps procurement and supply chain teams in manufacturing companies solve sourcing and procurement challenges to confidently build and manage their supply chains and get work done faster with manufacturing suppliers.

They help manufacturers and suppliers get work done together more easily, leveraging software and AI to remove much of the friction that harms productivity. The company has become the solution of choice for manufacturers to work with thousands of suppliers across the country.

About The Role

Our client is looking for a Director of Customer Success to contribute to the company's ongoing growth by leading and building an exceptional team that helps its customers be great at using and getting value out of the software. This leader will be hands–on with customers while also helping build the Customer Success competency at the company. Great candidates should have experience in sourcing and procurement, ideally in the manufacturing industry, an understanding and background in customer success, and a passion for teaching and coaching others. The Customer Success team is unique, as it is part of the Product organization and is tasked with engagement of the entire product community, all with the goal of helping current and future users.

As a new role in a growing company, this job is perfect for driven individuals who work well independently, love the idea of building a business, and enjoy seeing their everyday work have an immediate positive impact. With elements of customer success, product, and marketing this role also features many amazing personal opportunities to grow.

What you’ll bring:

• Experience in Sourcing and Procurement, ideally in the Manufacturing industry
• Experience in Customer Success, coaching, and/or teaching in a software / technical context
• Exceptional customer relationship-building skills
• Skilled at teaching and explaining complex information in an easily understood way
• Excellent written and oral communication skills
• Strong analytical capabilities for technical problem-solving
• Highly organized and with the ability to plan with others, and help them follow through to meet their goals
• Ability to challenge others to change and grow by adopting new technologies
• Leadership and management skills and experience
• Ability to work cross-functionally in a fast-paced environment
• Bachelor’s degree a plus

How you will lead:

• Manage and lead the Customer Success Team
• Become an expert in every aspect of the company’s products
• Own and refine the company’s customer onboarding processes and content, both with enterprise (remote / in-person) and within the product (self-guided)
• Work with Sales to intake Enterprise customers, understanding their goals with the software, helping them build a plan to accomplish those goals, and working with them to see the plan through
• Drive a customer-obsessed culture, developing and reporting customer satisfaction metrics and serving as a customer advocate within the company
• Lead and conduct proactive outreach to stay connected with customers who are more self-guided, conducting regular wellness checks
• Partner with the go-to-market team (sales, marketing, etc.) as an expert in product education and customer challenges and opportunities
• Partner with the rest of the product team on customer feedback and provide input into the product roadmap
• Develop and deliver training for Enterprise customers, either formal or informal as needed
• Develop and create educational product content that can be used across customer and sales/marketing channels
• Devise and run campaigns to engage and educate registered users around the company's products, measure and optimize what works
• Develop customer-facing release bulletins and keep customers up-to-date on the latest and greatest product releases
• Some limited travel to attend trade shows when needed, meet customers and connect with the industry