Director, Customer Success (Financial Services)

SOCi is in search of a Director, Customer Success with a proven track record in driving customer business outcomes and leading high performing teams. This role is foundational to our company, overseeing the strategic and operational activities of our Customer Success Managers. The primary objective of this management role is ensuring customers derive maximum value from our solutions, and driving revenue retention and expansion. Your leadership will be vital in managing and optimizing customer relationships, directly influencing SOCi's growth and market position.

If you're an inspiring and pragmatic leader with a knack for steering teams through complex business landscapes and crafting strategies that retain and grow an evolving customer-base, we want to hear from you.

Who We Are

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You Will Make an Impact:

• Revenue Growth and Retention: Accountable for the team's ability (in a specific vertical) to nurture and grow annual recurring revenue by driving positive business outcomes for SOCi customers.
• Team Management: Oversee a team of CSMs, ensuring alignment with company goals and seeking opportunities to scale and refine internal and customer facing processes
• Talent Management: Engage in hiring and retaining exceptional customer success talent; contribute to the ongoing skill development and enablement of your team. Provide feedback and coaching and effective performance-management.
• Cross-functional Leadership: Collaborate with various departments, including sales, implementation, support, and product management, to enhance customer success and growth.
• Relationship Building: Ensure that CSMs foster robust customer relationships, multi-thread within their account base, and position themselves as trusted advisors.
• Customer Health: Lead CSMs in assessing and influencing customer health, directing both internal and external resources towards successful onboarding, adoption, and retention and growth
• Protect and Expand Revenue: Identify and mitigate renewal risks while spotting organic upsell opportunities within a customer portfolio.
• Company-wide Alignment: Collaborate with different departments, including senior leaders, to achieve shared goals and create a culture of customer success.
• Feedback Loop Creation: Participate in establishing company-wide customer feedback mechanisms.

What You’ll Need to be Successful:

• Remote Opportunity: Ability to work 100% remotely 
• Must Have:  
  • Experience: A minimum of 8 years of enterprise-level customer success experience, with 3-7+ of relevant management experience
  • Leadership: A proven ability to lead teams within a fast-growing company and manage competing priorities.
  • Achievement-Oriented: Demonstrated history of exceeding both sales and customer satisfaction targets.
  • Analytical Prowess: Strong analytical and problem-solving abilities with keen situational awareness.
  • Executive Interaction: Confidence and experience in engaging with and influencing C-level stakeholders.
  • Communication: Proficient in both written and verbal communication, with a knack for identifying the best approach for every situation.
  • Presentation: Skillful in presenting to both small and large groups.
  • Industry Knowledge: Familiarity with SaaS, Social Media, and enterprise software sectors.
• Education:
  • Bachelor's degree or equivalent education and relevant experience