Role overview

Qualifications

7+ years of Customer Success, Account Management, or SaaS leadership experience
3+ years leading customer-facing teams
Experience owning renewals, retention, and expansion revenue
Builder mindset with experience creating scalable CS processes

Responsibilities

Build the Customer Success organization from the ground up
Recruit, coach, and develop a high-performing team of Customer Success Managers
Own GRR, NRR, renewals, expansion revenue, and customer health
Partner with Sales, Product, Engineering, and Support to improve customer outcomes

Key facts

Remote from: United States
Full time
Senior (5-10 years)
Director of Customer Experience
English

Hard skills

Customer Success Management Account Management Executive Conversations Product Renewals Revenue Growth Artificial Intelligence Process Improvement

Other skills

Team Building
Coaching
Problem Solving
Collaboration

About the company

ASG Technologies

ASG Technologies Group, Inc. provides global organizations with a modern approach to Digital Transformation to succeed in the Information Economy. ASG is the only solutions provider for both Information Management and IT Systems. ASG’s Information Management solutions enable companies to find, understand, govern and deliver information of any kind, from any source – whether structured or unstructured – through its lifecycle from capture to analysis to consumption. The IT Systems Management solutions empower companies to support traditional and modern digital initiatives, operate their IT infrastructure more efficiently and effectively and reduce the cost of managing and running their internal IT systems landscape. ASG is proud to serve more than 3,000 customers worldwide in 60 countries and in top vertical markets including Healthcare, Financial Services, Insurance and Government.

Company details

Company size1001 - 5000

Links

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Job description

COMPANY DESCRIPTION

Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology.

Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact.

JOB DESCRIPTION

Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up. This leader will establish a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value. You'll recruit, coach, and develop a team while partnering across Sales, Product, Engineering, and Support to improve customer outcomes.

You're Excited About This Opportunity Because You Will:

Build the Customer Success organization from the ground up.
Recruit, coach, and develop a high-performing team of Customer Success Managers.
Own GRR, NRR, renewals, expansion revenue, and customer health.
Implement customer health scoring, playbooks, KPIs, and forecasting.
Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
Champion AI and automation to improve productivity and customer engagement.
Identify expansion opportunities across products and customer portfolios.
Create scalable processes that support company growth.

We're Excited About You Because:

7+ years of Customer Success, Account Management, or SaaS leadership experience.
3+ years leading customer-facing teams.
Experience owning renewals, retention, and expansion revenue.
Builder mindset with experience creating scalable CS processes.
Strong executive communication and coaching skills.
Comfortable using AI to improve productivity and decision making.
Thrive in fast-paced, entrepreneurial environments.

Compensation and Benefits

Base Salary Range: $145,000- $165,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Location
Remote, United States.