Only resumes in English will be considered
Position Overview
We are searching for an exceptional person to take a position as a leader of our Customer Success team and help Brightcove achieve breakout growth. This person must have a proven track record for delivering on or exceeding revenue goals and take pride in getting it done. The Director of Customer Success will be a strategic advisor to a team of CSMs, who possesses the natural ability to lead and nurture them to succeed every step of the way as they support their customers.
The candidate we will hire will be highly self-motivated, extremely organized, team-oriented, creative, and possess outstanding communication and negotiating skills. This role’s primary responsibility is to cultivate and maintain strong relationships internally and externally, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. This role also requires close partnership with the Sales leadership team to ultimately ensure awareness of upsell opportunities, complete customer satisfaction and maximum value return from Brightcove products & services. Coaching and professional development are critical to this role - you will be working with highly motivated CSM professionals, and will be responsible for helping them drive results and achieve a higher level of proficiency of their role.
Job Responsibilities:
- Assist team in driving retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
- Work together with CSMs to manage complex renewals involving multiple teams early enough to support renewal and mitigate risks
- Collaborate closely with Sales leadership to partner on expansion opportunities
- Create, implement and own a renewal forecast to manage customer renewals. Ensuring visibility into risk and growth quarter over quarter.
- Drive internal process adoption of technology allowing for higher visibility and efficiency in workflow. Striving for pin-point accuracy of customer data for C-level stakeholders
- Cultivate an environment of teamwork, openness, creativity, and continuous improvement of everyone's role
- Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support etc to ensure the team is executing on customer needs.
- Proactively solve problems with team members and draws upon their ability to lead, empathize, with a sense of urgency to bring things to a quick resolution
Qualifications/Experience Required
- 7 years+ in a quota carrying Customer Success, Relationship Management, Account Management, or similar role within a SaaS or software company.
- 3+ years in a Management role at a SaaS company.
- Experience working with large Enterprise customers.
- Experience building processes and strategies to increase customer retention rates.
- A proven track record delivering on or exceeding team revenue goals and quota.
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
- Adept at handling escalations from key customers and partnering with frontline reps on negotiations and resolution.
- Detailed understanding of Enterprise business strategy, drivers, goals and initiatives.
- Proven ability to operate effectively in a fast-paced environment with entrepreneurial spirit, in which cross-functional teamwork and initiative is a must.
- Possess excellent communication skills to customize communication to the internal executives; effectively deliver escalations with clear concise requests.
- Retain a customer-first attitude while still exhibiting excellent negotiation skills.
- Degree in Business, Marketing or a related field
Special Conditions:
- This is a quota-carrying role
- Native Japanese and fluent English is required
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