Senior Director, Customer Success and Professional Services

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September 25

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Proof Holdings, Inc.

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Celebrating the intersection of digital art and community, PROOF is building products to facilitate connection, education, and entertainment for NFT artists, collectors, and enthusiasts, ultimately working to make the space more accessible and diverse.

11 - 50 employees

📋 Description

• Develop and execute a comprehensive strategy for Customer Success and Professional Services that aligns with Proof’s overall business objectives and growth targets • Lead, mentor, and grow high-performing teams of Customer Success Managers and Implementation Consultants; foster a culture of accountability, continuous improvement, and customer advocacy • Oversee the entire customer journey, from onboarding and implementation to ongoing adoption, value realization, and ensure renewal • Ensure the successful and profitable delivery of professional services engagements, including implementations, integrations, and custom solutions; optimize resource allocation and project management methodologies • Drive programs to identify and cultivate customer advocates and opportunities for account expansion; partner closely with sales to identify upsell and cross-sell potential • Collaborate with Sales, Product, Marketing, and Engineering teams to ensure a seamless customer experience and to advocate for customer needs and feedback • Define, track, and report on key performance indicators (KPIs) for Customer Success and Professional Services, providing actionable insights to leadership • Continuously evaluate and optimize existing processes and tools to enhance efficiency, scalability, and customer outcomes

🎯 Requirements

• 10+ years of progressive leadership experience in Customer Success and/or Professional Services within a SaaS environment • Proven track record of building, scaling, and leading high-performing teams • Deep understanding of customer lifecycle management, retention strategies, and value realization • Strong experience in managing professional services organizations, including project delivery, profitability, and resource management • Excellent communication, interpersonal, and presentation skills • Demonstrated ability to drive strategic initiatives and deliver measurable results • Strong analytical skills and ability to leverage data to inform decision-making • Experience working with CRM and CS platforms (e.g., Salesforce, etc)

🏖️ Benefits

• Medical, dental, and vision benefits • Life insurance, long and short-term disability coverage • 401k Plan with a 4% match, beginning on your hire date • Unlimited Sick and Vacation time • 14 paid company holidays • 2 company Chillax weeks (Summer & Winter) • 12 weeks of paid parental leave • 4 week sabbatical after 5 years of continuous full time employment • Health Reimbursement Arrangements for fertility and gender affirmation • Lunch on Proof through Grubhub credit • Monthly work from home stipend • Professional development credit • Monthly reimbursement for Wellness • And more!