Senior Director, Customer Success

CallMiner is currently seeking a Senior Director of Customer Success to lead our Financial Services customer success team. The location of the position may be remote but will be servicing a majority of customers in the Eastern time zone and must be open to travel as much as 30%. The ideal candidate will have a deep understanding of commercial account ownership with prior experience handling key accounts while also leading a team responsible for onboarding, adoption, renewals and expansion in an enterprise SaaS organization. The Senior Director of Customer Success will be a player/coach role, responsible for handling strategic accounts while leading a team of customer success managers and analysts supporting customers of their own. In this capacity, the Sr. CSD will work with assigned clients and serve as the strategic advisor and primary business contact for our client executives. This role requires building strong relationships with executives as well as working effectively to engage all levels of our customers' organization.

Requirements

• Mentor CSMs and new additions to the team to allow them to become productive members of the Customer Success organization
• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.

• Responsible for revenue retention and growth of a $10m+ book of business
• Know your customer. Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
• Consult & drive customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes
• Ability to provide thought leadership to customers and challenge perceptions, where appropriate, to guide them in defining, building and measuring interaction analytics use cases
• Work with customer executive sponsor to ensure that each business initiative is in support of a strong value story, while driving/influencing the development of a measurement plan to quantify the successful outcome.

• Establish and maintain knowledge of platform capabilities and how those map to specific business outcomes.
• Anticipate and identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues.
• Proactively identify customer advocates that can provide case studies and references based on successful outcomes to sales and marketing.
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives and the business drivers behind the objectives.
• Maintain an understanding of customers' immediate, short and long-term business needs to protect, retain and increase revenues

• Drive account retention by actively managing the customer journey through the entire life cycle.
• Own the renewal process, proactively assessing risk landscape, escalating when appropriate, communicating business value alignment, and developing save and close plans accordingly
• Proactively identify, qualify, and develop business case for upsell and cross sell opportunities
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
• Communicate effectively with other internal team members to ensure resolution of problems

• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
• Active contributor in identifying and building out efficiencies in the CallMiner customer success organization
• Influence the product roadmap through participation in Product Meetings

Required Skills & Qualifications:

• 6+ years in customer success, account management or client relations

• Prior Experience leading a team of Customer Success Managers
• Bachelor's degree in a business-related major or equivalent work experience
• Experience developing and managing B2B customer relationships with key enterprise accounts
• Experience with the development, execution, and overview of account plans
• Ability to manage customer expectations and be assertive, persistent, and persuasive

• Able to engage C-level management decision makers as well as influencers at any level
• Excellent communicator with strong written and verbal communication
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution
• Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
• Adept at mediating and managing conflict and turning detractors into happy customers

• Ability to effectively prioritize workload and manage changes in priority and direction
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
• Potential travel up to 30%

Nice to haves:

• Experience supporting the sale and implementation of AI driven SaaS in the CXM, BI, CCaaS, WFM, or conversational intelligence spaces.

• Prior experience in Customer Success or Account Management in a SaaS environment
• Experience selling to and servicing financial services customers

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2021 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state or local laws.