Job details

Director of Customer Success Management - #1381

Job Summary

Are you a natural born leader with a passion for excellent Customer Success? Do you take pride in fostering prosperous relationships helping your clients succeed? If you are, you’re in luck! MeridianLink is looking for a Director of Customer Success Management to help lead one of our fastest growing departments! Come be a difference maker for the team that makes a difference for our clients!

Responsibilities

The Director of Customer Success Management will achieve portfolio growth goals and maintain/grow SaaS revenue and customer retention rates
Expected to work closely with the sales department to understand the technical and business challenges of the client
The role will influence the future lifetime value of the portfolio of customers through higher product adoption, customer satisfaction, and overall customer health
The Director of Customer Success Management will plan and present reports on overall team progress, results, and quarterly initiatives to share with other MeridianLink leaders/stakeholders
Responsible for driving increased numbers of verified customer references with specificity on Decision Makers
The role will facilitate upselling into the portfolio of assigned customers. Pass qualified leads to Sales for closure
The Director of Customer Success Management will manage a team of Customer Success Managers (CSM’s) assigned to specified customers
Expected to ensure the team uses all internal systems fully and effectively to keep customer data, accounts, and systems up to date. Ensures quality communications between key clients and internal teams. Drives resolution to high level problems, issues, and escalations
Responsible for building the CSM team’s product and service knowledge and responsible for understanding key company objectives, initiatives, and playbooks
The Director of Customer Success Management will develop processes, standards, KPIs, reports, dashboards, etc. to monitor and drive results

Qualifications

Expected to have a broad knowledge of the field with proven leadership skills. Typically seen in larger companies or those with a more hierarchical structure
Ability to provide guidance to subordinates within the latitude of established MeridianLink policies
Ability to make decisions that impact others in the immediate team and influence methods and techniques
Ability to work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
Ability to develop and manages operational initiatives to deliver tactical results
Ability to effectively communicates and present results and recommendations across discipline
Expected to manage the activities of multiple sections or a discipline through subordinate supervisors and/or professionals
Familiar with working with SaaS models and technologies in a fast-paced environment
Bachelor’s degree and 8+ years of experience

MeridianLink Glassdoor Company Review

3.8