Director, Customer Success

April 24

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Yottaa

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The Leading Cloud Platform for eCommerce Acceleration

App optimization • Conversion optimization • mobile and web performance • CDN • eCommerce

51 - 200

💰 Private Equity Round on 2022-05

Description

• At Yottaa, we’re dynamically changing how major retailers think about the eCommerce channel. By improving site performance by over 30%, Yottaa makes the shopping experience fast, smooth, and engaging. It gives our customers the freedom to innovate with new technologies, significantly increase conversions by almost 10% on average, and it allows them to direct their development resources to create new functionality. • Yottaa is seeking a dynamic and experienced Director of Customer Success and Renewals to lead our efforts in ensuring the success and satisfaction of our valued customers while also driving renewal rates. This individual will play a pivotal role in building and maintaining strong relationships with our customers, driving adoption and expansion of our solutions, and ultimately contributing to the continued growth and success of Yottaa.

Requirements

• Bachelor's degree. • 7+ years of experience in Customer Success, Account Management, or Renewals within the technology industry, with a proven track record of driving customer satisfaction, revenue growth, and retention. • Experience managing a team of CSMs, with a focus on recruiting, coaching, and performance management. • Strong leadership skills with the ability to inspire and motivate others to achieve results. • Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and influence at all levels of an organization. • Demonstrated ability to drive efficiency and scalability in customer success operations. • Technical proficiency and experience.

Benefits

• Lead a team of Customer Success Managers who will ensure high revenue retention by proactively engaging with customers to drive adoption, satisfaction, renewal and expansion. • Develop and implement strategies to ensure successful onboarding, adoption, and ongoing utilization of Yottaa's products and services. • Establish key performance indicators (KPIs) for measuring customer success, such as customer satisfaction scores, retention rates, upsell opportunities, and time to value. • Implement systems and processes for tracking and reporting on metrics regularly. • Act as a trusted advisor and primary point of contact for key customer accounts, including executives, decision makers, and end users, understanding their business objectives and aligning our solutions to meet their needs. • Proactively engage with customers to identify opportunities for expansion and upsell to drive revenue growth. • Analyze data to identify trends, opportunities, and areas for improvement, providing actionable insights to the leadership team.