The Team & Role 

As Director, Enterprise Customer Success, you will be responsible for ensuring the success, satisfaction & retention of SevenRooms enterprise customers around the globe.  You will lead a team of Enterprise & Key Accounts Customer Success Managers in North America, EMEA & APAC who are committed to building strong relationships with customers - your team will understand their needs & help them realize the full potential & capabilities of the SevenRooms platform. You will set the overall vision, direction & strategy of how our CSMs operate & how success is measured, using this data & insights to drive operational & process improvements for our global team. 

This role will report directly to our VP, Customer Success.

What Youll Do:

Enterprise Customer Success Strategy: 

• Set the overall vision & strategic plan for the Enterprise & Key Accounts CSM organization, focusing on driving customer health, product adoption, leading a positive customer experience, & driving growth through renewals & net retention improvements.
• In partnership with our VP, Customer Success & VP, Revenue Operations, define customer success metrics & KPIs & take an active role in monitoring customer health & overall team progress, proactively addressing issues or challenges
• Define & optimize customer lifecycle by driving programs & initiatives to improve engagement approaches based on customer segmentation & leading a culture of continuous improvement
• Help define & improve Enterprise & Key Accounts CSM onboarding & training to ensure every CSM has the knowledge, tools & resources to be successful 

Customer Health & Product Adoption:

• Collaborate with Customer Onboarding & Customer Support team to ensure smooth onboarding, implementation, handoff & long-term adoption & success
• Work closely with regional Enterprise & Key Accounts teams to understand nuance of client use-cases in NAM, EMEA & APAC & create programs that facilitate adoption & customer growth
• Influence future lifetime value through higher product adoption, customer satisfaction & overall health scores

Customer Retention & Lifetime Value:

• Implement strategies to improve customer retention & reduce churn 
• In partnership with Sales, create mechanisms & processes to identify & execute expansion opportunities within global enterprise customer base 
• Work closely with sales to drive revenue growth 
• Work closely with the sales management & Regional leaders to align on strategies, renewal forecasting, coverage plans, & account opportunities (i.e., opportunities & risks)

Customer Feedback & Insights:

• Create system & mechanism for collecting & analyzing customer feedback in order to identify areas for improvement 
• Advocate for customer needs/wants & provide input to product management & engineering teams through customer feedback loops
• Partner with Product for Enterprise & Key Account feature requestLeverage data & insights to make informed decisions & drive overall customer success initiatives 
• Address escalated client issues with speed & urgency, orchestrating resources across the company as appropriate

Team Leadership & Management:

• Manage & coach/develop a team of high performing Managers, Client Success throughout the globe, establishing goals & driving results
• Build & lead world-class global CSM team:
• Recruit & develop a high performing team
• Develop company-wide customer success motion integrating processes, content & data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Drive operational practices to track performance of teams & individuals
• Deliver transformational leadership so that our global Enterprise & Key Accounts CSM team is highly motivated & engaged. Be an inspirational role model by challenging & maximizing the strength of the team & aligning their efforts to the mission & vision of the organization.

Who You Are:

• A strategic leader with experience overseeing Global Enterprise & Key Account teams
• Experience in navigating change management
• Organized, thoughtful leader with experience creating SOPs & deliverables
• Executive presence, with the ability to support individual contributors

What We Offer

• A fresh start with a flexible & independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax & recharge before starting their journey with us. You'll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, & the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner & working together to build an outstanding company.
  • The salary range for this role is $165,000.00 - $175,000.00. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, & business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, & determinable.
• Comprehensive benefits package: We offer a full slate of benefits for our employees & their families: comprehensive medical, dental, & vision benefits, commuter benefits, gym reimbursement, 401K plan, life insurance, & unique wellness offerings including One Medical, Spring Health, Carrot, & Headspace.
• Employee programs & recognition: Through our Roomie's Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You'll receive an additional quarterly dining credit to use towards SevenRooms clients & a unique milestone reward for every year you're a part of our team.
• Opportunities for training & professional development: Your manager will partner with you on establishing quarterly goals that not only benefit our organization but aid in your overall career development & advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.