BetterCloud is the leading SaaSOps platform that enables IT professionals to discover, manage & secure the growing stack of SaaS applications in the digital workplace. With an expanding ecosystem of SaaS integrations, thousands of forward thinking organizations like Zoom, Walmart, & Square now rely on BetterCloud to automate processes & policies across their cloud application portfolio.
A pioneer of the SaaSOps movement, BetterCloud has built a community of more than 45K IT professionals who are embracing the new role of SaaSOps within IT organizations. The company launched the first-ever annual SaasOps-focused conference, Altitude, & publishes annually the definitive market research report, State of SaaSOps, on the market & category.
BetterCloud is headquartered in New York City with offices in San Francisco, CA & Atlanta, GA. The company's total amount raised to date is $187 million. Investors include Warburg Pincus, Accel, Bain Capital Ventures, Flybridge Capital Partners, & Greycroft Partners.
The Director of Customer Success, Strategic Accounts is responsible for leading a team that is responsible for driving adoption & successful business outcomes for BetterClouds largest customers. This role includes leading a team of Customer Success Executives, providing support for customer escalations & renewals negotiation, guiding strategy for adoption, & serving as an industry thought leader. You will also be responsible for helping craft the overarching Customer Success strategy in partnership with the VP of Customer Success.
Responsibilities:
Drive Customer Success Outcomes with your team
- Increase renewal rates & reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction, & overall health
- Define customer adoption targets & manage adoption metrics
- Ensure Success Plan delivery & execution to drive ROI
- Act as a point of escalation to mitigate risk & overcome challenges
Work with peers & leadership
- Standardize activities for CSMs for each point in the journey, including the engagement model for teams
- Review & enhance the segmentation of the customer base
- Identify opportunities for continuous improvement, learning, & development
- Learn & implement best practices in the industry
- Advocate for customer needs to drive roadmap evolution
- Identify & action needs across in conjunction with our Marketing & Professional Services teams
Manage Customer Success Activities for your team
- Provide career development for your five direct reports
- Define & document process, SLOs, best practices
- Provide thought leadership, manage risk & escalations with clients, & become a trusted advisor for your CSMs
- Achieve results while maintaining & growing a fun & inspiring culture
Requirements:
- 6+ years managing a CS team holding adoption & retention targets
- 10+ years SaaS account management/CS or enterprise software experience with a demonstrated track record of success
- Ability to manage influence through persuasion, negotiation, & consensus building
- Strong empathy for customers & passion for revenue & growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical & process-oriented mindset
- Demonstrated desire for continuous learning & improvement
- Enthusiastic & creative leader with the ability to inspire others
- Excellent communication & presentation skills on the executive level
- Experience with Salesforce & Gainsight (or an industry leading Customer Success CRM) is required
- Experience supporting IT and/or Security teams is a plus!
Compensation | Benefits:
- Competitive salary & stock Options
- Full benefits package
- Career growth & mentorship from our VP & CCO
BetterCloud is an Equal Opportunity Employer, including disabled & vets.
.
