Sr Director of Customer Success
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Where is the work:
Virtual
Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other.
As Nuvolo's Head of Customer Success, you will lead Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients, while maximizing retention and expansion opportunities. You will build a high performing team to ensure client satisfaction for all Nuvolo customers, while growing and mentoring members of the Customer Success team across multiple tiers. You will be responsible for leading a team focused on maximizing retention, identifying potential areas of expansion, and increasing engagement, advocacy, and references in our customer base. You will also oversee key executive relationships with our most strategic customers, ensuring maximum value and adoption is attainted by our platform capabilities.
Key Responsibilities:
Customer Retention & Growth
Own customer retention, Net Revenue Retention (NRR), and expansion goals across our customer base, and in collaboration with our sales and Go-To-Market strategy
Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability
Develop and execute a scalable customer success strategy that ensures customers realize maximum value
Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities
Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals
Execute an industry-leading customer health scoring framework to predict risks and opportunities
Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized
Leadership & Team Development
Build, scale, and mentor a world-class Customer Success team, including customer Success Managers and Partner Success Managers
Define career paths and develop talent through training, coaching, and performance management
Foster a customer-first culture that aligns with key business objectives
Customer Journey & Advocacy
Optimize the customer journey from onboarding to renewal and expansion
Build cross-functional relationships within Nuvolo to create a unified customer experience
Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for our most high-value customers.
Identify and develop key customer advocates, collaborating with the Marketing organization to generate case studies, referrals, and success stories that maximize Nuvolo’s brand in the industry.
Cross-Functional Collaboration
Partner with Sales to ensure smooth customer handoffs occur, and there is optimal alignment on expansion strategies
Work closely with Product & Innovation leaders to deliver actionable customer insights that help influence our roadmap
Collaborate with marketing to drive customer engagement, content strategy, and advocacy programs
Align with Support and Professional Services to ensure a seamless post-sales experience
Work with other department leaders and teams to coordinate Path to Green efforts and ongoing delivery, support and operations
Data, Technology & Process Optimization
Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts
Evolve metrics and KPIs that showcase growth opportunities and engagement success
Own the narrative on customer success metrics, ensuring accurate forecasting of retention and expansion
Leverage Customer Success technology (e.g. Gainsight, Salesforce, etc.) to automate and scale engagement with customers and to optimize internal use
Continuously refine CSM playbooks, workflows, and reporting for efficiency and effectiveness
Qualifications:
10+ years’ experience in a Customer Success Leadership position, handling highly complex issues; strong leader with a track record of building and growing high performing teams
Outstanding communication skills at the C-Level: Both Written and Verbal Communications;
Deep experience leading and responding to complex critical incidents; You have demonstrated the ability to manage multiple initiatives at one time
Technical knowledge of complex systems
Previous experience directing and maximizing the benefits of collaborating with global teams
Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement
You are a strong collaborator, communicator and work well cross-functionally
You have strong organizational skills and pursue measuring the impact of you and your team’s performance
Core Competencies:
Identifies and Resolves Conflict Effectively
Builds Strong Teams
Influences Without Authority and Manages Stakeholders Effectively
Communicates Powerfully and Prolifically and Presents Ideas Effectively
Annual Base Salary Range or Hourly Base Pay Range:
$143,513.33 - $231,200.00Compensation Type:
SalaryIncentive Eligible:
NoSales Commission Eligible:
No
Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.
Thrive at work and at home:
Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
Family building benefits include fertility coverage and adoption/surrogacy assistance.
401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
Educational and training opportunities through company programs along with tuition assistance and student debt support.
Disclaimer: Benefit offerings may vary depending on Collective Barraging Agreements and local/state regulations.
Safety Sensitive Role:
NoThe company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
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