Director, Customer Success: Mid-Market - Remote US

Job Description

The Opportunity:

As a Director, Customer Success at Seamless.AI, you will be responsible for the success and execution of a team that is managing the health and success of Seamless Mid-Market Accounts. Customer Success Leadership responsibilities include building out a retention & expansion playbook that drives growth and product adoption across the existing Mid-Market business to ensure account retention. In this role, your team will be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.Responsibilities:

Hire, develop and lead an engaged and high-performing team of Mid-Market Customer Success Managers

Develop & execute retention & expansion strategy for a Mid-Market Customer Success team

Work with the VP of CS to develop CS goals and targets

Set clear expectations based KPIs, CS targets, and specific team objectives

Performance manage to ensure targets are achieved or exceeded

Monitor performance and provide a regular cadence for feedback to create a collaborative culture and winning team environment

Implement one to many strategies to manage large customer category cohorts

Communicate between executive leadership, customer success, and sales to ensure alignment of all processes and KPIs

Inspire, motivate, and foster personal and career development of team members

Learn and adapt quickly to new features or updates to existing product

Utilize critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions in a fast-moving, hyper-growth environment

Provide market feedback on customer needs, evolving market trends, competitive insights, etc.

Leverage existing sales tools and identify new ones to drive efficiency and effectiveness while implementing best practices

Skillset:

Expertise in a variety of Customer Success & Sales concepts, practices, training, and procedures

Relies on extensive experience and judgment to plan and accomplish goals

Outstanding communication and interpersonal skills

Excellent listening and writing skills

Demonstrated ability to synthesize information to see the big picture while effectively managing detail

Tech-savvy and fast-learner, with a real passion for Technology

Extraordinary communication and negotiation skills

Able to prioritize shifting workloads and responsibilities effectivelyEducation and Requirements:

5+ years of experience in a fast-paced Customer Success & Sales environment, including experience successfully leading teams of 7+ Customer Success & Sales professionals

Experience building out retention & expansion playbooks to manage large cohorts of customers while ensuring the health of our Mid-Market customer base

Experience rolling out a set of KPIs and goals for a CS & Sales Team

Proven track record of meeting and exceeding CS & Sales targets

Prior experience leading remotely a plus

Bachelor's degree in sales, marketing, business, or related field

Experience with Salesforce, Salesloft, Google Sheets, and other technology preferred

Experience in B2B SaaS with martech/salestech software/buyers (ex. CMO's, sales ops, marketing ops, etc.) preferred

Strong leadership, management, and communication skills are essential for success in this position.

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Seamless.AI has been delivering the world's best sales leads since 2015. Our product is the first real time, B2B search engine helping sales teams maximize revenue, increase sales, and easily acquire their total addressable market using artificial intelligence. Our product has been recognized by G2 in 2024 in the following categories: Best Software Products Overall, Best Software Products for Small Business, and Highest Satisfaction Products. We have been recognized as one of Ohio's fastest growing companies and won 2020 Best Places to Work, LinkedIn's Top 50 Tech Startups in 2020,2022, and 2023, Purpose Jobs 2023 Best Workplace Culture and Best Work-life balance, and Purpose Jobs best place to work in 2024. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the U.S.