AppNeta is a fast-growing, international technology startup that is poised to take advantage of the massive performance monitoring marketplace sized by Gartner as $3.5B in 2017. AppNeta has been named to the Inc. 5000 Fastest-Growing Private Companies list four years running, and has won numerous awards in the Boston market, including BBJ’s Best Places to Work and BostInno’s Coolest Companies.

Director of Customer Success

The Director of Customer Success will be responsible for all business and operational aspects of AppNeta’s customer success programs. You will oversee and grow a team of Customer Success managers (CSMs) who support AppNeta’s portfolio of global Enterprise customers. You and your team will work closely with customer executives and IT Operations teams to deliver the ideal experience through our customers’ lifecycle. You will play a pivotal role in the customer journey and play a key role in driving strong ROI for our customers.

You Will:

• Oversee a team of Customer Success managers supporting AppNeta’s global customers.
• Build rapport with our existing customers to drive customer value. Manage the ongoing customer relationship, ensuring that they are realizing the expected value from our solutions.

• Ensure positive customer success outcomes - increase renewal rates and drive expansion in existing Enterprise accounts; influence future lifetime value through higher product adoption, customer NPS and overall health scores; drive new business growth through greater advocacy and reference-ability.
• Inspire and create company-wide culture of Customer Success with particular emphasis on partnering closely with our Sales, Support, and product teams.
• Measure effectiveness of Customer Success programs - define operational metrics for team; establish system for tracking metrics; create cadence for review within team; expose subset of metrics to executive team, company and board.
• Drive innovation in customer success programming within team and across customer lifecycle; encourage continuous learning within team.
• Deploy playbooks and structure into customer success operations while defining and evolving internal operational methodology and processes to further grow the Customer Success function.
• Coach CSM team members as needed to ensure strategic renewal success and quarterly renewal rate achievement.

About You:

• You have deep experience leading Customer Success teams in SaaS organizations.
• You have experience and expertise in servicing IT operations and business owner customer groups across multiple industries.
• You possess executive level problem solving skills, interpersonal skills and are a strong communicator.
• You are proficient with the tools of the customer success trade - Salesforce, BI, Spreadsheets - so you can help measure, optimize, and tell the story of Customer Success efforts.
• You have innovative ideas about Customer Success.
• You are a true leader who aims to inspire your team and customers alike.

About AppNeta:

AppNeta is the leader in proactive end-user performance monitoring solutions built for the distributed enterprise. With AppNeta, IT and Network Ops teams can assure continual and exceptional delivery of business-critical applications. AppNeta’s SaaS-based solutions give IT teams essential application and network performance data, allowing them to continuously monitor user experience across any application, network, data center or cloud.

At AppNeta, we take application and network performance seriously without taking ourselves too seriously. We are big believers in a work hard, play hard culture. We offer everything from catered lunch and free snacks to commuter benefits and Maternity/Paternity leave, and pride ourselves on providing a challenging yet fun and collaborative environment. For more on our company culture, perks, and benefits, check out our website: https://www.appneta.com/about/company-culture/.

About AppNeta’s office locations:

• Boston: Located just steps from South Station in the heart of the Innovation District, AppNeta’s Boston office is home to our Sales & Sales Engineering, Marketing, Customer Success, Product and G&A teams.
• Vancouver: One block from Waterfront Station in the heart of historic Gastown, AppNeta’s Vancouver office is home to our Product, Engineering and Customer Success teams.