Senior Director of Client Success

Posted: 11/11/2021

Available for the following locations: Remote | Nashville, TN | Louisville, KY

 

Hello, We're TechnologyAdvice.

At TechnologyAdvice, we are dedicated to educating, advising, and connecting buyers and sellers of business technology. As a trusted resource across hundreds of technology verticals, our unbiased research and crowd-sourced product reviews help buyers find the right software to grow their business.

TechnologyAdvice has been named as one of the Inc. 5000 list of America’s Fastest-Growing Private Companies four times, as well as inclusion in the Inc Best Workplaces list for 2021. In 2019, TechnologyAdvice received a Nashville Business Journal Small Business Award and was named the Market Mover in the Nashville Chamber’s NEXT Awards. We are also a five-time recipient of the annual Tennessee Top Workplaces awards.

TechnologyAdvice is based in Nashville, Tenn, with a diverse workforce and client base located across the globe. We’re growing and always interested in expanding our team with top talent...make sure to check out our perks and benefits listed below!   

 

The Opportunity…

The Senior Director of Client Success will be responsible for leading the client success organization and developing and executing on the overall client retention and growth strategy. This person will report to the Head of Revenue and will play a key role in leading and coaching a team responsible for the success, growth, and retention of our customers and partners. Key responsibilities will include, monitoring key performance indicators, creating an overall CS strategy, and leadership activities including coaching, and management of the teams performance to goal. 

 

How You'll Contribute…

  • Expand and lead a high-performance client success team. 
  • Collaborate with sales leadership to create comprehensive customer outreach strategies
  • Manage and measure the day-to-day performance of managers, their team members and deliver consistent and timely feedback
  • Track team metrics and report data to leadership on a regular basis
  • Coach and develop direct reports, including escalation of performance concerns
  • Implement performance plans according to company procedures
  • Embody company culture and maintain high employee engagement
  • Meet predetermined revenue and retention goals through the activities of direct reports 
  • Drive customer success outcomes including increasing renewal rates, reducing churn and expanding our revenue.
  • Define and optimize customer lifecycle by mapping customer journeys, creating standardized touch points and identifying continuous opportunities for improvement
  • Enhance effectiveness and efficiency by ensuring the team is equipped with and using the proper tools and systems. 
  • Inspire a culture of client success throughout the entire company by aligning the goals of all teams and stakeholders with the goals and desired outcomes of our customers. 
  • Hire and train remote and local client success managers and individual contributors
  • Organize and oversee the schedules, territories, and performance of all CS personnel 
  • Conduct performance evaluations that are timely and constructive.
  • Handle discipline and termination of employees in accordance with company policy

 

What You Bring…

  • 5+ years leading a highly successful customer-facing organization
  • Excitement about joining a fast-paced, growth-minded organization
  • Proven leader with a passion for motivating and developing talent while remaining vigilant on KPIs, accountability, and team development.
  • Ability to coach others to obtain and grow business relationships with clients 
  • Excellent verbal and written communication skills
  • Excellent management and leadership skills
  • Excellent time management skills
  • Ability to multitask and complete work in a remote work environment
  • Thorough knowledge of market, and clients
  • Excellent problem-solving skills
  • Ability to learn new technologies quickly
  • Organized with attention to detail

 

Bonus Points…

  • If you have experience managing recurring revenue in Saas business

 

Why You Want Us...

  • Remote/hybrid/in-office work options
  • Comprehensive health insurance (medical, dental, vision, life and disability)
  • 401(k) Retirement Plan with company match
  • Flexible PTO, take time off when you need it!
  • Paid Maternity and Parental Leave
  • MacBook Pro or PC laptop, your choice
  • Ongoing Career Development Meetings
  • Fitness Reimbursement
  • Subscription to the Headspace App
  • Bucket List Benefit: We financially help you check something off your bucket list
  • Monthly Team Outings and Quarterly Volunteer Opportunities
  • Professional development opportunities and incentives
  • Beer on Fridays! It’s 5 O’Clock Somewhere… 
  • Milestone celebrations for birthdays, weddings, work achievements, and more
  • Coffee, snacks, ping pong, and catered lunches 4 days a week in office

 

To see all job openings and learn more, visit our Careers Page.

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. 

 

We believe that our differences make us stronger and foster a diverse and inclusive culture where people feel safe being themselves. TechnologyAdvice is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.

 

Pre-employment screening required.

#LI-Remote

 

COVID-19 RESPONSE:
TechnologyAdvice is committed to the safety and wellness of each of our employees. In response to the COVID-19 Pandemic, we follow all CDC and local protocol.

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