About the Position

At LogicManager, everyone has a part in achieving our higher than average customer retention and highest customer satisfaction rating for our industry. The Director of Customer Success will report directly to our CEO, and will manage our customer advisory support, retention, and product marketing teams. The goal of the Customer Success Team is to ensure our customers adopt our solution successfully, expand it into other areas of their organization, and achieve the results and value they aspire to. This currently includes identifying expansion opportunities, conducting product demonstrations, and facilitating renewal planning and discussions.

This leader has a passion for solving problems, is devoted to operational and engagement improvements, customer satisfaction and is committed to developing the skills of their team. If you are someone who is excited to lead strategy as well as roll up your sleeves and contribute to the team’s goals and evolution, then this may be the role for you!

Learn more about LogicManager's inbound philosophy from our CEO: https://wi.st/2Z5eb9R

About LogicManager

We are a cash flow positive, profitable SaaS company, recognized as a Leader by Forrester and ranked highest in ‘Ability to Execute’ by Gartner. We have no outside investors or debt, and are actively preparing for our IPO including building our executive team. We have pioneered an Inbound Sales and Marketing approach since 2007 that has driven our top line revenue by 70% in the last year alone, without ever making a cold call. We believe in customer acquisition, by helping solve their problems, versus selling. Our enterprise-wide risk management SaaS platform that empowers thousands of organizations around the world across all industries to anticipate what’s ahead, to uphold their reputations, and improve business performance through strong governance.

Responsibilities

• Drive future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Ensure sustained adoption of our solutions to retain renewal of subscriptions
• Resolve customer inquiries by aligning customers with the right resources
• Help customers expand to new solution areas to expand our revenue in existing accounts
• Establishing trusted advisor relationships with executive sponsors and defining a best-practice client governance structures
• Collaborate with Sales, Marketing and Product Management to share feedback and ideas we hear from clients
• Collaborate with other senior leaders on strategy and execution to orchestrate an integrated and high performance customer journey with high retention and expansion
• Define segmentation of customer base for scalability of support, hiring and capital efficient resource allocation
• Work with Inbound Marketing teams to design campaigns based on evolving customer usage trends
• Define operational metrics for teams and establish a system for tracking metrics
• Mentor, manage, and develop our existing teams of advisory analysts, customer success, and product marketing
• Develop and implement internal certification programs for our solutions to support our team’s career growth
• Serve as a coach and a leader to team managers, supporting them as they recruit, hire, train and develop the skills of their teams
• Actively participate in promoting company culture

Qualifications

• Bachelor's Degree
• 10+ years of experience in a B2B client facing role managing a high performing team (sales, customer success, customer support, professional services or account management)
• Exceptional ability to manage client relationships
• Strong experience delivering business outcomes in the subscription SaaS space
• Proven ability to collaborate and partner with sales teams to execute on shared goals
• Willingness to roll-up your sleeves when necessary to deliver the best outcomes for clients
• Experience leading and growing a large team
• Exceptional ability to manage client relationships: excellent listening, negotiation and communication skills
• Operational experience with marketing, sales, CRM, service, or similar software platforms

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status as defined by federal, state or local law.