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BetterCloud // SaaS ops mgmt platform
New York    Posted: Saturday, August 10, 2019
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BetterCloud is the first SaaS Operations Management Platform, empowering IT to define, remediate, & enforce management & security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, & fully automating policy enforcement. Headquartered in New York with offices in Atlanta & San Francisco.

The Director of Customer Success, Corporate is responsible for leading a team that is responsible for driving adoption & successful business outcomes for BetterCloud customers. This role includes leading a team of Customer Success Managers, providing support for customer escalations & renewals negotiation, guiding strategy around upsells & growth, & 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.


Drive Customer Success Outcomes with your team

  • Increase renewal rates & reduce churn
  • Work to expand our revenue in accounts through up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction, & overall health

Work with peers & leadership to Optimize Customer Journey

  • Standardize activities for CSMs for each point in the journey
  • Review & enhance the segmentation of the customer base regularly
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry

Manage Customer Success Activities for your team

  • Onboarding
  • Training
  • Renewals
  • Up-sell
  • Advocacy


  • 6+ years experience in leading a team in a customer-facing, SaaS organization
  • 10+ years in customer success, consulting or account management
  • Ability to manage influence through persuasion, negotiation, & consensus building
  • Ideally combined background of post-sale & sales experience
  • Strong empathy for customers AND 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
  • Experience with Salesforce & Gainsight (or an industry leading Customer Success CRM) is required

Compensation | Benefits

  • Competitive salary
  • Full benefits package
  • Stock options
  • Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled & vets.

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