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BetterCloud // SaaS ops mgmt platform
 
New York    Posted: Friday, December 18, 2020
 
   
 
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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.

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