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Customer Success Director

Enable

Enable

Administration
Stratford-upon-Avon CV37, UK
Posted on Friday, May 19, 2023
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About Enable:
Market forces are dramatically reshaping supply chains, forcing drastic changes in trading behaviors between manufacturers, distributors and retailers. Many key business decisions are being made without a single source of truth to back them up, resulting in struggles to keep up with consumer expectations and increased disputes between partners.
At Enable, we believe in removing barriers between trading partners to create a healthier supply chain — and there’s no better way to do this than with rebates. Rebates drive partner behaviors, while increasing loyalty and trust. They help businesses and their trading partners better understand their data, boost their financial performance, mitigate risks, and drive efficiency and trust. When trading partners can make the best decisions for their businesses, everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers.
That’s the core of what we’re doing at Enable: creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers.
Due to our rapid growth, we're looking looking for a Customer Success Director. You will lead a team of 12 Customer Success team members in your assigned region(s), consisting of 3 Customer Success Managers (CSMs) who are your direct reports and 9 Implementation Analysts (IAs) who report into the CSMs. The Customer Success Director reports to the Head of Customer Success.
The Customer Success team enables our customers to achieve their goals within our platform. Each customer is assigned a dedicated Customer Success team of Implementation Analysts led by a Customer Success Manager (CSM). The CS team is introduced before the contract is signed and once won, leads the relationship throughout the whole customer journey including implementation and adoption.
Leading the Customer Success teams in your region(s), you are ultimately responsible for the success of the customers who are assigned to your teams. This is measured by customer success KPIs and requires close monitoring and efficient issue resolution.

Responsibilities

  • Set goals and stretch goals for your teams on Customer Success health scores and other success metrics such as onboarding, turning off legacy systems, QBRs and system usage
  • responsible for the customers assigned to your teams, you will proactively monitor your teams KPIs and ensure our customer health dashboard can be relied upon for strategic customer decisions across Enable.
  • During regular touch points with your CSMs you will guide them to achieve greater efficiency and troubleshoot potential challenges.
  • Recurring revenue is the backbone of a successful SaaS company. You will orchestrate successful renewals and identify upsell opportunities for the revenue team to hit your region(s) NRR target.
  • liaise with Marketing to facilitate the coordination of customer events and content creation for case studies and other customer-centric collaterals.
  • Fostering an environment of collaboration and ongoing learning, you will support your teams with critical customer challenges ideally before they arise.
  • Serve as the primary escalation point (after the CSM) for customers to ensure escalated issues are resolved in a timely manner.
  • Partner with internal teams at Enable to ensure we understand and consider the customer's voice.
  • Promote and encourage the Enable culture in your Customer Success region(s) to promote inter- and cross-region collaboration.
  • The CSMs in your region(s) report directly to you. You will coach your CSMs to enhance their leadership capabilities.
  • You will develop your CSMs to support you with your assigned hiring and retention targets.
  • continuous focus on enhancing every team member's skills and experience through training and seeking out growth opportunities in their role
  • Quarterly performance reviews with personal OKRs allow you to measure the performance of team members and set direction to ensure successful ramping of new team members and continued growth for established team members.
  • Provide career progression guidance for team members and fast-track options for star performers in your region(s).

What we're looking for

  • Track record of high achievement in your current Customer Success leadership role in fast-growth, SaaS company, experience with finance software products and/or enterprise customers preferred.
  • An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level.
  • Passion for solving customer problems, always in the mindset of improving the customer experience.
  • Excellent negotiation, conflict resolution and senior stakeholder management skills.
  • Desire to thrive in a fast-growing environment while leading and growing high-caliber teams.
Enable Global Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Enable complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Enable expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Enable employees to perform their expected job duties is absolutely not tolerated.
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