Senior Director, Customer Success – Technology Vertical

🕒 4 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $180.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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First Advantage

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

👥 RH Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

A First Advantage é uma fornecedora líder de software e dados globais para o mercado de tecnologia de RH. Viabilizada por tecnologia proprietária e IA, oferece serviços de verificação de antecedentes de emprego, identidade digital e verificação, APIs e produtos de monitoramento de riscos ao longo do ciclo de vida dos funcionários. A empresa enfatiza a automação e a verificação contínua de identidade, atendendo cerca de 80. 000 organizações em mais de 200 países e territórios, e mantém grandes bancos de dados proprietários (mais de um bilhão de registros). Com sede em Atlanta e de capital aberto (NASDAQ: FA), a First Advantage foca em ajudar os clientes a contratar de forma mais inteligente e integrar mais rapidamente através de software, dados e serviços.

Descrição

• Lead a high-performing Customer Success organization driving value realization, retention, and expansion across customers • Own the end-to-end post-sales customer lifecycle from onboarding through renewal • Build vertical strategy for a portfolio of complex enterprise accounts • Partner with Sales, Operations, Product, Customer Care, Marketing, Implementation, Support, and Engineering • Define and execute the vertical Customer Success strategy by sub-vertical and customer tier • Build, scale, and mentor a diverse team of Customer Success Managers and Directors • Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications/QBRs • Own renewals and net retention, including rules of engagement and forecast accountability • Ensure successful onboarding and time-to-value with project governance for complex, multi-stakeholder programs • Drive QBR cadence, adoption, maturity, and expansion through success plans, territory maps, and executive sponsorship • Build customer advocacy through references, case studies, and advisory boards • Partner with Product on voice-of-customer, roadmap validation, beta programs, security, reporting, and controls • Partner with Implementation teams to reduce time-to-value and ensure high-quality project delivery • Align with Sales on expansion strategies, whitespace analysis, commercial alignment, and account plans • Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives • Design and operationalize a Customer Success operating model covering segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths • Own Customer Success budget, capacity planning, hiring plan, and productivity benchmarks

🎯 Requisitos

• Bachelor's Degree, or equivalent work experience • MBA highly desired • 5+ years of related experience in Account Management • 2+ years of organizational leadership experience • 5+ years of experience managing accounts valued at over $500k • Ability to travel at least 25% • Ability to influence others through strong verbal and written communication • Strategic, self-directed, organized, analytical, and strong problem-solving skills • Ability to build relationships, communicate effectively, influence, negotiate, and establish mutually agreeable expectations • Ability to manage and lead during times of change and organizational transformation • Understanding how to work growth businesses in a competitive environment • Excellent tactical execution skills • Strong process orientation and ability to innovate on process tools and conventions • Ability to craft detailed, well-written communications and proposals • Entrepreneurial style with proven ability to thrive in a dynamic, changing environment (preferred)

🏖️ Benefícios

• Ability to work remotely with occasional business travel • Medical, Vision, Dental, and supplementary benefit plans • 401k with an employer match • Employee Stock Purchase Plan (ESPP) • Competitive and flexible Paid Time Off (PTO) • 9 paid company holidays • Access to tech and growth opportunities • Leaders who want you to succeed

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