Director, Customer Success

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October 1

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ValGenesis

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Life Sciences • SaaS

ValGenesis is a company specializing in digital validation lifecycle management solutions for the life sciences industry. Their platforms, such as VLMS and ValGenesis iRisk, provide comprehensive digital solutions for validation, risk management, and process optimization. These solutions are designed to enhance efficiency, ensure compliance, enforce standardization, and support digital transformation in manufacturing and corporate operations. ValGenesis facilitates a 100% paperless validation process, offering capabilities like electronic logbooks, process insight management, and quality risk management using digital twins and machine learning.

501 - 1000 employees

☁️ SaaS

📋 Description

• Develop and implement customer success and growth strategies aligned with overall business objectives, focusing on customer retention, expansion, and satisfaction. • Lead and mentor a customer success team, including hiring, training, and performance management. • Ensure customer success processes are scalable and efficient to accommodate growth and changing customer needs. • Develop, implement, execute and track existing customer growth strategies and plans in conjunction with Account Owners. • Establish key performance indicators (KPIs) to track customer satisfaction, loyalty, and other relevant metrics, using data-driven insights such as Renewals Bookings, GRR, NRR, and Pipeline to drive continuous improvement and growth. • Develop and implement proactive retention strategies to identify and mitigate customer churn risks. • Analyze customer data and key performance indicators (KPIs) to identify trends, track progress, and make data-driven decisions. • Collaborate with sales, marketing, product, and other teams to ensure a unified customer experience and drive company-wide alignment on customer success initiatives. • Assist in mapping the customer journey, identifying pain points and opportunities for improvement, driving customer engagement throughout the lifecycle and cultivating customer advocates. • Gather and translate customer feedback into actionable insights for product development and service enhancements.

🎯 Requirements

• Bachelor's degree in a relevant field (e.g., business, marketing, communications). • 5+ Years in customer experience management, preferably in a team leadership or management role. • Proven ability to lead and motivate teams, fostering a collaborative and customer-centric environment. • Experience selling SaaS solutions and Services as an individual contributor, in Inside Sales, or leading a team that has SaaS and Services quota objectives. • Experience and/or participation in formal Sales training including Objection Handling and Negotiation. • Strong understanding of customer journey mapping, analytics, and performance measurement. • Excellent communication, interpersonal, and presentation skills. • Strategic thinking, problem-solving, and decision-making skills. • Proficiency in CRM systems, Rev-Ops tools, and other relevant customer experience technologies.