Director, Customer Success

As the Director, Customer Success at Hasura, you will be responsible for enabling and inspiring a team of Customer Success professionals, overseeing customer onboarding, and driving product adoption. Your role involves using data to analyze customer portfolios, partnering with Sales for smooth hand-offs, and creating comprehensive Account Plans that lead to successful renewals and growth within strategic accounts. Additionally, you will be tasked with designing Customer Success playbooks and serving as a thought leader in AI transformation for customers.

The ideal candidate for the Director, Customer Success role at Hasura should have over 8 years of experience in high-performing Customer Success organizations, with at least 3 years leading a customer success management team. A proven ability to hire, lead, and develop high-performing teams is essential, alongside experience overseeing complex projects in technology and process design. Familiarity with AI/ML, APIs, integration, and big data will be beneficial.

In the role of Director, Customer Success at Hasura, you will lead the charge in scaling the Customer Success team's maturity and processes, fostering an environment where your team can thrive. You will actively recruit top talent and drive initiatives that encourage professional growth, empowerment, and innovation within your organization, enabling your team to adapt and excel in a changing landscape.

To excel as the Director, Customer Success at Hasura, you should possess strong leadership and communication skills, a builder mindset, and the ability to thrive in ambiguous environments. A customer-centric approach with innovative thinking is crucial, as well as experience in designing strategies that enhance customer satisfaction and loyalty, while balancing process-oriented tasks with project oversight.

Success as the Director, Customer Success at Hasura is defined by your ability to drive measurable customer value, foster excellent relationships with clients and team members, and achieve significant adoption of Hasura's offerings. Successfully leading the onboarding process, developing effective playbooks, and ensuring smooth transitions from Sales will be key indicators of your success in this role.

As a Director, Customer Success, my leadership style is inclusive and empowering. I believe in fostering a collaborative environment where team members feel valued and motivated. I focus on enabling my team with the right tools and strategies, encouraging innovation, and maintaining open lines of communication to ensure everyone can contribute effectively.

Certainly! In my previous role, I developed a structured onboarding strategy that included personalized training sessions, regular check-ins, and a resource library tailored to different customer needs. This allowed us to provide tailored support during the onboarding process, significantly reducing time-to-value and increasing customer satisfaction early in the relationship.

Key metrics I focus on include customer retention rates, Net Promoter Score (NPS), product adoption rates, and the speed of customer onboarding. Additionally, I analyze customer engagement levels regarding the usage of our products and services, which helps in refining strategies and enhancing overall effectiveness.

When addressing a dissatisfied customer, I first ensure to actively listen to their concerns without interruption. I empathize with their situation, validate their feelings, and work collaboratively to identify their needs. Offering solutions and ensuring follow-through is key in restoring their confidence in our partnership.

In one instance, a strategic account was facing challenges with our service. I made it a priority to engage directly with them, understanding their pain points through regular check-ins. By deploying targeted solutions and providing additional resources, we not only salvaged the relationship but also managed to upsell new features that greatly benefited their operations.

I prioritize customer requests based on impact and urgency. I categorize their needs to address those that affect a broader set of customers first while ensuring urgent concerns are handled promptly. This structured approach allows us to maintain high customer satisfaction while being efficient with our resources.

Cross-functional collaboration is crucial in Customer Success as it allows us to leverage expertise from different areas such as product development, marketing, and sales. By working together, we can create a seamless customer experience where insights from Customer Success influence product enhancements, resulting in improved customer satisfaction and retention.

Building a high-performing team revolves around identifying individual strengths within the team and aligning their goals with the company's objectives. Providing continuous training and development opportunities, fostering an open feedback culture, and celebrating achievements are crucial strategies I employ to encourage an environment where team members thrive.

To stay updated, I actively engage in industry webinars, subscribe to thought leadership publications, and participate in relevant professional networks. This continuous learning helps me stay ahead of trends and adapt strategies that are informed by best practices and innovative thinking in the field of Customer Success.

The most important aspect of customer success is ensuring that our customers achieve measurable value from our products or services. It’s about understanding their goals, offering proactive support, and building a partnership that fosters trust. By focusing on delivering real business results, we not only enhance customer satisfaction but also drive long-term loyalty.