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Director of Customer Success

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Magnet Forensics

9d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Ottawa
  • Quick Apply

AI generated summary

  • You should have a Bachelor's degree, 10+ years in customer success (3 in leadership), strong communication skills, analytical ability, and experience managing global teams and engaging C-level executives.
  • You will lead the customer success team, develop strategies, track KPIs, manage onboarding, foster client relationships, resolve issues, and collaborate with cross-functional teams for optimal satisfaction.

Requirements

  • * Bachelor’s degree in business, marketing, or a related field; MBA preferred.
  • * 10+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
  • * Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices;
  • * Successful record of accomplishment building empathic CSM teams that are customer-first and drive successful customer experiences;
  • * Demonstrated ability to lead CSMs and successfully manage global, distributed teams across cultures, lines of business, and geographies;
  • * Experience with full customer journey, from new product idea and initial launch to growth, scale, and maturation;
  • * Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs;
  • * Experience successfully working with senior (C-level) executives;
  • * Excellent communicator in-person, on the phone, through email and over web presentations;
  • * Strategic thinker with the ability to respond quickly in front of customers;
  • * Strong organizational skills with keen attention to details;
  • * Deeply analytical (with emphasis on Gainsight CS and PX): use frameworks, data, and analytical tools to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems;
  • * Experience working with cross functional teams.

Responsibilities

  • Develop and execute a comprehensive customer success strategy that aligns with company goals and enhances customer satisfaction and retention.
  • Agility and flexibility are essential in this role. Our business is growing and changing quickly though the introduction of new products and business models. Leading the customer success team through change and adapting as needs of the company evolve will be critical to success.
  • Lead, mentor, and grow the customer success team, setting clear objectives and fostering a collaborative environment.
  • Build strong relationships with key clients, acting as a trusted advisor to understand their needs and challenges.
  • Define and track key performance indicators (KPIs) to measure customer success, health, and satisfaction to analyze our customer needs and deliver data-driven insights to key stakeholders to enhance the customer experience.
  • Oversee the onboarding process to ensure a seamless experience for new clients, including training and support resources.
  • Establish processes for gathering customer feedback and insights, using this data to develop and implement innovative strategies to address customer input and improve satisfaction and retention.
  • Work closely with sales, product, and marketing teams to ensure alignment and a unified approach to customer success.
  • Address and resolve customer issues and escalations promptly, ensuring high levels of customer satisfaction.
  • Partner with Product, Engineering, Support, Sales, and other functions to advocate on behalf of client needs and collaborate on cross-functional solutions to strive for optimal customer experience that will enable growth.
  • Stay informed about industry trends and best practices in customer success to continuously enhance strategies and processes.

FAQs

What does the Director of Customer Success role involve?

The role involves leading the global customer success team, ensuring clients achieve their desired outcomes and derive maximum value from our products through strategic leadership, team development, and fostering a customer-centric culture.

What qualifications are required for this position?

Candidates should have a Bachelor's degree in business, marketing, or a related field (MBA preferred), 10+ years of experience in customer success or related roles with at least 3 years in a leadership position, and proven experience in leading teams and driving customer success.

Is prior experience in a software company important for this role?

Yes, candidates should have proven experience driving software adoption and applying customer success best practices, particularly in a software environment.

What are the key performance indicators (KPIs) for this role?

The Director will define and track KPIs related to customer success, health, and satisfaction, and use this data to enhance the customer experience and deliver insights to key stakeholders.

How important is cross-functional collaboration in this role?

Cross-functional collaboration is crucial, as the director will work closely with sales, product, and marketing teams to ensure a unified approach to customer success.

What is the compensation range for this position?

The compensation range is as follows: For CAD, MIN: $140,000 - MID: $175,000 - MAX: $210,000; for USD, MIN: $160,000 - MID: $200,000 - MAX: $240,000.

What benefits does Magnet Forensics offer?

Magnet Forensics offers generous time off policies, competitive compensation, volunteer opportunities, reward and recognition programs, healthcare, and retirement benefits.

Are there opportunities for professional development in this role?

Yes, Magnet Forensics is committed to continuous learning and provides support for professional development and growth within the organization.

Is the hiring process inclusive and accommodating?

Yes, Magnet Forensics is committed to building a diverse and inclusive workforce and will provide accommodations upon request throughout the hiring process.

What qualities is Magnet Forensics looking for in candidates?

Candidates should demonstrate the Magnet CODE: CARE, OWN, DEDICATE, and EVOLVE, showing accountability, empathy, and a commitment to customer satisfaction and innovation.

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Magnet Forensics

We provide organizations with innovative tools to investigate cyberattacks and digital crimes

Technology
Industry
501-1000
Employees
2009
Founded Year

Mission & Purpose

Founded in 2010, Magnet Forensics is a developer of digital investigation solutions that acquire, analyze, report on, and manage evidence from digital sources, including mobile devices, computers, IoT devices and cloud services. Magnet Forensics products are used by more than 4,000 public and private sector customers in over 100 countries and help investigators fight crime, protect assets, and guard national security.