Director Customer Success

In order to serve our growing customer base more effectively, Lockstep is looking for a Director of Customer Success for our Receivables product to join our Customer Success team. As the Director of Customer Success - Receivables, you will lead the team to meet and exceed our retention goals, while defining the strategy that will support our customers at a scalable level. This is an excellent opportunity with exposure to executive leadership. This role reports to the Chief Customer Officer.

Lead the CSM and Implementation teams to exceed annual retention, go-live, and advocacy targets

Drive evolution of the strategy to effectively support Receivables customers at scale

Support team members by contributing to customer conversations on growth opportunities or by diffusing escalations

Collaborate with Support, Ops, and Onboarding teams to ensure that customers are receiving the right level of cross-functional interactions within Lockstep

Liaise with the Product and Engineering teams to communicate customer needs to drive attainment of annual goals and ensure that customers are delighted by their product experience

Define value realization strategy and framework to be used by the Receivables team, and potentially for other products

Standardize processes and data across CS teams

Provide day-to-day coaching to your team and step in and demonstrate effective strategies as needed

Build reputation as a trusted advisor both internally and externally

Deliver reporting and updates to Executive Team on a periodic basis

Qualifications:

5+ years of experience as a Manager or Director on a Customer Success team

Prior background working in a SaaS or technology-based organization

High degree of customer empathy, with the ability to effectively manage frustrated customers with grace

Experience managing teams

Self-motivated with the ability to adapt and work well in a fast-paced environment

Excellent written and verbal communication skills

Organized with a high degree of attention to detail and ability to prioritize

Do you love where you work? WE do!

Who is Sage? https://www.sage.com/en-us/company/careers/who-we-are/
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Champion of Business Builders: https://www.sage.com/en-us/products/
Life at Sage: https://www.sage.com/en-us/company/careers/life-at-sage/

Our comprehensive total rewards program includes:

Extended health, dental and vision coverage

On-going training and professional development

21 days paid time off from the start

Paid 5 days to volunteer through our Sage Foundation

Matching Retirement contributions

And, so much more…

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