Senior Director, Customer Success

About the role:

The Senior Director, Customer Success will be responsible for providing leadership to and management of our Directors of Venture and LP Relations (“DCs”). DCs are the senior customer-facing members of our customer success team who are focused on driving adoption and utilization of Aumni’s platform, helping customers achieve business value, ensuring overall account health, and mitigating risk. You will be responsible for leading the DCs to execute on the strategic vision and department objectives designed to deliver a market-differentiating service experience, maximize customer outcomes, protect and retain portfolio revenue, and accelerate company growth. 

What you'll do:

• Build and manage a world-class team of DCs. Deliver transformational leadership so that our team of DCs are highly motivated and engaged.  
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of Aumni. 
• Lead, expand, and mentor the DCs by setting the strategy and prioritizing objectives and key results. 
• Help define KPIs/success criteria, drive program strategy, measure results, and report outcomes to senior stakeholders. 
• Provide effective performance feedback and maintain a culture of transparent communication and support of personal growth. 
• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards. 
• Coach, mentor, and develop personal growth opportunities for team members, including overseeing new employee onboarding and providing career development planning and opportunities 
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate 
• Work closely with customer operations, sales, marketing and product to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks) 

About you:

The ideal candidate is passionate about team building and customer advocacy and has a proven track record in the technology/SaaS space and customer success arena for building and managing a customer success team and executing on best-in-class-customer experience. The Senior Director, Customer Success will be responsible for driving quarterly Customer Success goals and targets, customer platform adoption, organizational enablement initiatives, and retention of our customer portfolio. This role will also work closely with our Customer Operations & Revenue teams to evolve our current processes to scale for rapid growth. 

The Senior Director, Customer Success needs an action-oriented mindset, is excited by the idea of quickly scaling globally, and thrives in a bold, fast-moving environment. 

• Demonstrated experience building, managing and leading a distributed customer success team in a high-growth Sass organization, ideally one with a complex enterprise solution selling into a sophisticated market 
• A track record of developing and mentoring great talent and building and motivating high achieving teams 
• Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate 
• Proven ability to develop strategies, translate them into initiatives and track successful delivery 
• Ability to be flexible and agile in a fast-paced, dynamic environment with evolving business priorities and ambiguity 
• Willing and able to address escalated client issues with speed and urgency. 
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate 
• Effective and productive collaborator to drive cross-functional initiatives 
• Experience in defining KPIs/success criteria and using data and metrics to determine opportunities for optimization/improvement 
• Ability to plan and execute multiple initiatives simultaneously with flexibility and confidence 
• Experience working with customer relationship management tools and case management solutions (Salesforce/Churnzero/Zendesk strongly preferred) 

Qualifications  

• Minimum of 6 years in SaaS customer success with at least 3 years of experience in a leadership role in customer success, client services or account management 
• Experience in software/SaaS or technology (venture capital industry experience is a plus) 
• Bachelor’s Degree; Business Administration or equivalent 

Benefits 

• Competitive base salary and Aumni stock options to ensure that everyone is personally invested in the success of the company 
• Provided desk setup including MacBook, monitor, keyboard, and mouse/trackpad 
• Employer-sponsored health, dental, and vision insurance 
• Flexible PTO policy that advocates for a strong work-life balance 
• Kitchen loaded with snacks and beverages 
• Relaxed office space with multiple lounge areas nestled at the base of Big Cottonwood Canyon 
• An awesome team culture with groups that eat, ski, game, and generally hang together