Director, Strategic customer success

As the Director, Strategic Customer Success at Writer, your primary responsibilities include leading a high-performing team of Customer Success Managers focused on adoption, retention, and revenue growth. You will drive the team's strategies to help Fortune 500 and Global 2000 customers navigate their success journey, while also ensuring your team achieves their KPIs. Delivering regular forecasts, performance reports, and fostering collaborations across various departments will be key aspects of your role.

To be considered for the Director, Strategic Customer Success position at Writer, candidates should have 10+ years of experience in SaaS, particularly in engaging Fortune 500 or Global 2000 clients. Furthermore, 5+ years in a leadership role focused on Customer Success or a similar field is essential. You should also possess a proven track record in building and leading teams, along with a strategic mindset for consultative and complex delivery.

Writer defines success for the Director, Strategic Customer Success through the achievement of aggressive yet attainable Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets. Success will also mean effectively guiding your team in implementing success delivery methodologies and creating personal development plans for team members, thereby ensuring continuous improvement and a high-performance culture.

Career development for the Director, Strategic Customer Success at Writer includes opportunities to cultivate leadership skills through hands-on management and mentoring. The role emphasizes collaboration with cross-functional teams, enabling continuous learning and growth. Additionally, Writer supports career advancement through personal development plans and various stipends aimed at professional growth.

The work culture at Writer for the Director, Strategic Customer Success role is rooted in high-performance, collaboration, and continuous learning. As a core leader, you will be expected to model integrity and a proactive attitude, all while nurturing a supportive environment. The focus on building strong relationships with both customers and team members fosters a vibrant and positive culture where innovation and customer success are prioritized.

To lead and develop a Customer Success team at Writer, I would prioritize creating personal development plans for each team member, ensuring they align with our company values. I believe in fostering an environment that encourages open communication, continuous learning, and collaboration to empower team members to achieve their best.

Meeting revenue targets as the Director of Strategic Customer Success involves a multi-faceted approach. I would focus on data-driven insights to track performance, develop targeted customer engagement strategies, and strengthen relationships with key decision-makers at clients to maximize upsell and cross-sell opportunities.

My experience with Fortune 500 and Global 2000 companies centers around understanding their unique challenges and objectives. I have successfully led teams that collaborated with senior executives to provide tailored solutions, driving measurable results in terms of adoption and ROI, which is critical in the SaaS landscape.

If a customer is unhappy, my approach would involve active listening to fully understand their concerns, followed by taking immediate steps to resolve the issue. I would then work to rebuild trust by ensuring transparency and keeping them informed throughout the resolution process, demonstrating our commitment to their success.

Communication is vital in Customer Success leadership. It facilitates alignment within the team and ensures customers feel valued and heard. By maintaining open channels of communication, I can better understand customer needs, provide timely feedback to my team, and ensure that objectives are met collaboratively.

Measuring the success of my Customer Success team involves analyzing key metrics such as NRR, customer satisfaction scores, and the rate of product adoption. Regular performance reviews and feedback sessions also play a crucial role, enabling proactive adjustments to strategies and fostering a culture of accountability.

To ensure a high-performance culture, I implement recognition programs to celebrate achievements, set clear expectations, and provide regular opportunities for skills development. I also believe in modeling positive behaviors and creating a supportive environment that encourages peer feedback and collaboration.

Aligning Customer Success strategies with departments like Sales and Product is crucial for ensuring a unified approach to customer engagement. This collaboration facilitates a seamless customer experience, allowing us to deliver tailored solutions that truly resonate with our clients' needs and drive results.

Building strong relationships with key customer executives relies on establishing trust and demonstrating consistent value. I prioritize regular check-ins, actively seek feedback, and ensure that I am seen as a trusted advisor who understands their strategic objectives and can provide actionable insights.

Challenges in the Director, Strategic Customer Success role may include managing expectations from various stakeholders and driving team performance amidst changing dynamics. To address these, I would leverage data to communicate effectively, remain adaptable, and ensure that we are continuously refining our approaches based on feedback and outcomes.