Director of Professional Services

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $170k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Deep End Talent Strategies

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Deep End Talent Strategies is a comprehensive HR consulting firm that partners with growing organizations to attract, develop, and retain top talent. The company offers a variety of HR services including HR on Demand, Learning & Development, HR Assessment, Policies & Procedures, Outplacement Services, and Payroll Services. As a certified partner with the Predictive Index, Deep End Talent Strategies excels in talent optimization and offers tools like the H2L (Here to Learn) learning management system. This system provides a platform for housing, delivering, and tracking training content, with over 3,200 courses available. Deep End Talent Strategies aims to align employee and leadership development with business goals, offering customized solutions in compensation strategy, employee relations, teambuilding, and succession planning. Their tailored HR solutions are designed to enhance business results and team dynamics, serving both business and nonprofit sectors.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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