Director of Customer Success

We are looking for an experienced Director of Customer Success to join our New York Office. As the America’s Director of Customer Success at DataSnipper, you will play a pivotal role in ensuring our customers derive maximum value from our products and services. You will lead a dynamic team of Customer Success Managers, and Transformation Managers guiding them in fostering strong relationships with our customers, understanding their needs, and delivering tailored solutions to drive their success. 

Our Director of Customer Success must be passionate about providing the best experience to customers, innovating their businesses with DataSnipper. In this role, you will be part of a fast-growing Customer Success team and build strong relationships with our mid-market and enterprise accounts in North, Central, and South America. You will be responsible for leading a variety of customers throughout their customer journey using our proven adoption and success strategies to drive the health and growth of our existing customer portfolio.  

We are interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to help our customers thrive. This is a unique opportunity to play a key role in the international expansion of DataSnipper as one of the early members of our team in the US, and your efforts will drive customer satisfaction and happiness. If you care about delivering happiness to customers, we would love to talk to you! 

About DataSnipper: 

DataSnipper is the driving force behind an intelligent automation platform that’s transforming the world of audit and finance. 

Founded in 2017, DataSnipper has skyrocketed and is now OFFICIALLY the fastest-growing software company in the Netherlands according to Deloitte Fast50 and recently achieved Unicorn status in our latest funding round. With over 400.000 users in 125+ countries and a second base in the heart of New York City, DataSnipper is shaking things up. And we’re not stopping there. At DataSnipper, we’re always on the lookout for innovators who think outside of the box. New ideas aren’t just welcomed at DataSnipper–they’re essential. 

What sets you apart 

• Strategic Leadership: Develop and execute the overall customer success strategy, aligning it with the company's goals and objectives.  

• Team Management: Lead, mentor, and inspire a team of Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement.  

• Customer Engagement: Build strong relationships with key stakeholders within client organizations, understanding their business objectives and challenges to provide strategic guidance and support.  

• Customer Advocacy: Serve as the voice of the customer within DataSnipper, advocating for their needs and driving internal initiatives to enhance the customer experience.   

• Retention and Expansion: Drive customer retention and expansion efforts through proactive engagement, upselling, and cross-selling of DataSnipper products and services.  

• Performance Tracking: Establish KPIs and metrics to measure the effectiveness of customer success initiatives, tracking progress, and identifying areas for improvement.  

• Collaboration: Work closely with cross-functional teams, including Sales, Product Development, and Marketing, to ensure seamless customer onboarding, implementation, and ongoing support.  

• Continuous Improvement: Stay abreast of industry trends and best practices in customer success management, leveraging insights to enhance DataSnipper's customer success programs and processes. Facilitating customer success and growth throughout the customer lifecycle. 

Your experience 

• 5 years people management experience. 

• Experience managing managers. 

• Proven track record of success in a customer-facing role, with at least 8 years of experience in customer success management. 

• Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals. 

• Exceptional communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels. 

• Strategic mindset, with the ability to develop and execute customer success strategies aligned with business objectives. 

• Analytical mindset, with proficiency in data analysis and interpretation to drive data-driven decision-making.  

• Experience working with accountancy/finance customers is highly desirable.  

• Passion for customer advocacy and driving customer outcomes in a fast-paced, dynamic environment. 

• Experience managing and prioritizing a regional book of business.  

• Bonus: experience using HubSpot, Vitally, Notion, Excel, and Office Suite. 

What we offer: 

• Being part of one of the fastest-growing scale-ups in Europe. 

• Salary Range: $165,000 - $180,000 (plus bonus) 

• Make an impact by disrupting the audit and finance industry. 

• Highly competitive salary and bonus structure. 

• Equity 

• Flexible paid time off policy, including days for working abroad 

• Competitive benefits package. 

• International working environment, with a team of driven colleagues from all around the world. 

• Office in a central location in New York.