Director of Professional Services

Emploi pas sur LinkedIn

🕒 il y a 22 jours

🇺🇸 États-Unis – Télétravail

💵 $170 000 / an

⏰ Temps Plein

🔴 Expert

👔 Directeur

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Deep End Talent Strategies

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Consulting • Healthcare • Marketing

Deep End Talent Strategies est une société de conseil en ressources humaines complète qui s'associe à des organisations en croissance pour attirer, développer et retenir les meilleurs talents. L'entreprise propose une variété de services RH, y compris RH à la demande, Apprentissage & Développement, Évaluation RH, Politiques & Procédures, Services de reclassement et Services de paie. En tant que partenaire certifié avec le Predictive Index, Deep End Talent Strategies excelle dans l'optimisation des talents et propose des outils tels que le système de gestion de l'apprentissage H2L (Here to Learn). Ce système offre une plateforme pour héberger, diffuser et suivre le contenu de formation, avec plus de 3 200 cours disponibles. Deep End Talent Strategies vise à aligner le développement des employés et de la direction avec les objectifs commerciaux, en offrant des solutions personnalisées en stratégie de rémunération, relations employées, consolidation d'équipe et planification de la relève. Leurs solutions RH sur mesure sont conçues pour améliorer les résultats commerciaux et la dynamique d'équipe, servant à la fois les secteurs commercial et associatif.

Description

• Report to the CEO and lead customer success strategy and execution • Own customer satisfaction and retention across the global customer base • Own gross and net revenue retention and build plans to reduce churn across regions and segments • Build a customer health scoring model using product usage, support activity, engagement, and renewal signals • Identify at-risk accounts early and lead save plans with internal stakeholders • Run a regular customer feedback program such as NPS or CSAT and turn results into action • Serve as executive point of contact for key accounts and escalations • Design and deliver customer training through webinars, live sessions, office hours, and on-demand content • Highlight underused features and modules that address customer needs • Build customer lifecycle touchpoints including onboarding follow-ups, periodic business reviews, and release updates • Partner with Marketing on customer-facing content, case studies, and references • Identify expansion opportunities through training sessions, account reviews, and usage data • Work with Sales and leadership to design the upsell motion, including lead criteria, handoff process, and follow-up expectations • Track Customer Success-sourced expansion leads and report conversion to closed revenue • Support Sales during expansion conversations without owning the close • Share customer feedback, feature requests, and churn reasons with Product and leadership • Build playbooks, processes, and reporting for a scalable Customer Success function • Report on retention, churn, health, adoption, and CS-sourced pipeline • Lead, coach, and develop a small team of direct reports • Define team structure, roles, and hiring plan as the customer base grows • Collaborate with Sales, Product, Marketing, Implementation, and Support to shape the roadmap and customer value

🎯 Exigences

• Successful experience in progressive B2B SaaS customer success roles • At least several years managing and developing a team • Demonstrated track record of improving retention and reducing churn • Experience building customer health scoring, lifecycle programs, and CS playbooks • Ability to design and deliver engaging customer training, both live and on-demand • Experience partnering with Sales to identify and hand off expansion opportunities and build a repeatable upsell motion • Ability to identify, measure, and report on relevant KPIs with data-driven insights • Comfort with CRM and customer success tools, such as Salesforce • Ability to use product usage data • Strong written and verbal communication skills • Ability to simplify complex software and technical workflows • Comfort working directly with executive leadership and customer stakeholders at all levels • Willingness to travel approximately 25% as needed • Preferred: experience supporting customers in life sciences, clinical research, healthcare, or another regulated industry • Preferred: familiarity with CTMS, eTMF, or other clinical trial software • Preferred: experience supporting customers across the United States, Europe, and APAC • Preferred: experience working in a private equity-backed or growth-stage company • Preferred: experience building or scaling a customer success function in a growing software company

🏖️ Avantages

• Annual performance-based bonus of 20% • Equity participation • Access to the company's benefits plan • Remote work arrangement • Opportunity to grow the team as the business grows

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