Are you ready to unlock your true potential? Join a growing and global company where you can be part of a team that fuels supply chain solutions. Discover how you can make a big impact.
TrueCommerce is seeking a customer-centric leader for our Global Customer Success team to focus on retention, engagement, and help influence growth for TrueCommerce’s diverse customer body.
As Director of Customer Success, you will lead the newly established function and guide and motivate your team on achieving net dollar retention targets, improving Customer Satisfaction and net promoter scores, generating qualified leads for the account management team, and building a base of referenceable customers. The ideal candidate will be equally passionate about the tech supply chain solutions space, achieving customer outcomes, and developing a growing team. The ideal candidate will have experience with both high-touch and scaled customer success models.
We value our employees with competitive benefit and generous paid time off packages, flexible and casual work environments, career development, recognition programs and more!
This role is a hybrid or remote opportunity, depending on candidate location.
As Director, Customer Success you will:
Lead New Customer Success Capability
- Own and mature the Customer Success vision and strategy, clearly communicate purpose and value internally and externally
- Lead the new Customer Success Management team that manage customer relationships and understand their desired outcomes, technical landscapes and business goals
- Develop Customer Success Manager playbook to define and scale best practices and operations, refining with maturity of model
- Partner with TrueCommerce global leaders to ensure customers have the right services and capabilities to achieve results
- Work across departments (Account Management, Services, Accounts Receivable) with leaders to drive alignment and collaboration to achieve retention outcomes
- Lead adoption of Customer Success platform (ChurnZero) to support the Customer Success playbooks and to provide program KPIs
Lead Program Management and Growth Initiatives
- Own KPI dashboard for Customer Success that addresses both CSM Program Health (retention, NPS, etc) and Team Health (capacity, productivity, etc). Leverage Customer Success Platform (ChurnZero) to automate KPIs.
- Support our executive sponsor program working with executives across the business to ensure our core customers are satisfied and referenceable
- Identify and drive automation in solutions for Customer Success/Support
- Member of global Support leadership team, works with peer leaders across organization on priorities serving Customer Support/Customer Success
- Identify and recommend opportunity areas to grow business reach in the CSM program, partners cross functionally (Sales, Marketing, Product, etc) to deliver on growth areas
Team Leadership
- Set a high standard for teamwork and results and is get individuals and teams to perform at a higher level and embrace change
- Establishes a team culture of collaboration, proactive communication, knowledge sharing, problem-solving and efficiency
- Inspire others, build motivated, high-performing teams, and understand what motivates different people
- Perform regular 1:1 status, performance reviews, direct goal setting and provide ongoing coaching and feedback to support direct reports in role and personal development
Requirements for Success:
- 7+ years in customer success, account management, consultative sales, or business consulting in B2B (preferably within a SaaS model)
- 5+ years team leadership and experience scaling teams and practices
- Prior Experience with the rollout and/or management of a Customer Success Platform such as ChurnZero, Gainsight, Totango (etc)
- Passion for exceptional Customer Experience with demonstrated success developing strategies, tactics (playbooks) and outcomes to strengthen Customer Experience and Retention
- Demonstrated experience in strategic vision, influence and partnership to work across all levels of internal and external partners and customers
- Intermediate reporting/analysis (Excel, PowerBI, SQL, NetSuite, etc)
- Bachelors degree or equivalent experience
Who is TrueCommerce?
TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, DanoneWave, Siemen’s, Ocean Spray, and many more.
Please visit our careers website for additional information.
United States
