Director of Customer Success and Sales

The Director of Customer Success and Sales at Teachable is responsible for shaping the future of our success and sales functions, empowering teams to create scalable systems, and coaching managers to enhance their effectiveness. Additionally, they own team metrics, develop relationships with key customer stakeholders, and collaborate with cross-functional teams to address customer needs.

Candidates for the Director of Customer Success and Sales role at Teachable should possess at least three years of leadership experience, with a minimum of 10 years in Customer Success or a related role within a SaaS environment. Strong communication skills, business acumen, and results-oriented mindset are essential for this position.

The Director of Customer Success and Sales plays a critical role at Teachable by driving retention and growth through effective team management and by developing strong relationships with customers. Their strategic oversight ensures teams are aligned with business goals and that customer needs are met, fostering long-term success.

The Director of Customer Success and Sales at Teachable works in a hybrid environment, primarily based in New York. Local employees typically attend the office 1-2 times a week, allowing for collaboration with team members while also providing flexibility.

The compensation package for the Director of Customer Success and Sales position at Teachable ranges from $150,000 to $200,000, including performance bonuses tied to set targets. Additionally, the package includes competitive benefits and RSU options, with regular salary reviews to ensure fairness and competitiveness.

When prioritizing tasks for Customer Success and Sales teams, it's vital to align priorities with business goals. I focus on understanding customer needs through data analysis and direct feedback, which helps identify areas where immediate action will drive results, ultimately enhancing customer satisfaction and retention.

In my previous role, I implemented a customer engagement framework that combined personalized outreach with data analytics to identify at-risk customers. This proactive strategy increased retention rates by 20% within the first year and served as a model for performance tracking, enabling the team to drive more effective customer engagements.

The key metrics that I focus on for Customer Success and Sales roles include customer retention rates, Net Promoter Score (NPS), average response time to customer queries, and team performance against sales targets. These metrics provide a comprehensive view of both team effectiveness and customer satisfaction.

To ensure my team's professional development, I create personalized development plans that align with each individual's career goals and the company's objectives. I conduct regular check-ins to discuss progress and offer opportunities for skill enhancement through training, workshops, and mentorship.

Building trust with key customer stakeholders involves consistent communication, understanding their business goals, and reliably delivering on promises. I focus on being transparent, sharing insights, and demonstrating how our services align with their success metrics.

Certainly! Once, I managed a situation where a customer was unhappy with the service delivery. I actively listened to their concerns and worked quickly to address the issues while providing regular updates. This openness not only resolved the immediate issues but also strengthened our relationship, turning a frustrated customer into a loyal advocate.

To align my team with company values, I lead by example and incorporate our core values into daily operations and decisions. I also hold regular training sessions that emphasize these values, ensuring they resonate in our approach towards customers and internal collaboration.

I actively foster cross-functional collaboration by organizing regular meetings with departments like Product, Marketing, and Support. By creating an open forum for discussing customer feedback and strategic initiatives, we can ensure alignment and faster issue resolution while enhancing the overall customer experience.

Data is integral to my decision-making process. I utilize analytics to assess customer behavior trends and evaluate team performance metrics. This data-driven approach helps in refining strategies and processes, ultimately leading to better insights and outcomes.

The most rewarding aspect of a leadership role for me is witnessing the growth and development of my team members. Guiding individuals to achieve their potential, celebrating their successes, and fostering a culture of collaboration and innovation brings immense satisfaction.